Job Summary: Customer service, resolution of inquiries, complaint handling, case follow-up, and adherence to performance metrics in a role requiring assertive communication and empathy. Key Highlights: 1. Customer service with resolution of inquiries and incidents 2. End-to-end management of complaints and claims 3. Focus on assertive communication and empathy Main Responsibilities: Handling incoming and outgoing calls. Resolving inquiries, questions, or incidents. Recording information in CRM systems. Managing complaints and claims. Tracking cases until resolution. Providing information about products or services. Meeting performance metrics (TMO, NPS, FCR, etc.). Competencies: Assertive communication. Active listening. Empathy. Working under pressure. Conflict resolution. Customer orientation. Handling objections. Technical Skills: PC proficiency. CRM usage. Microsoft Office suite (Word, Excel). Corporate chat and email.