Attend to customer calls and messages with questions, requests and complaints. Listen to the customer, understand the need, and resolve or guide accordingly. Handle complaints with patience and work towards a fair resolution. Follow the process and compliance rules on every interaction. Update the customer record and interaction outcome accurately in the system. Resolve at first contact where possible and escalate the rest correctly. Keep product and process knowledge current to help customers accurately. Meet quality, resolution and satisfaction targets for the role. Follow schedule and break adherence so the queue stays covered. Share recurring customer issues with the team leader for fixes.