Core responsibilities

Answer incoming calls promptly and professionally
Identify the customer’s needs by asking the right questions
Provide accurate information about products, services, or policies
Resolve queries on the spot where possible

 
Customer service

Handle complaints and difficult situations calmly
Show empathy and patience, especially with frustrated callers
Maintain a polite and professional tone at all times
Ensure a positive customer experience

 
Call handling & administration

Capture customer details and update records on the system (CRM)
Log call outcomes and notes accurately
Follow scripts or call guidelines where required