- Responding to customer inquiries
- Troubleshooting and resolving customer issues and complaints, negotiating solutions to immediate problems, escalating more complex issues to the complaints manager, and coordinating with the sales department, technical department, or other departments
- Providing information about the company's offers
- Providing proactive assistance to customers
- Building and developing the knowledge base
- Processing transactions and requests
- Requesting customer feedback
- Analyzing customer opinions
- Handling administrative tasks
- Tracking customer service metrics