Start: asap DUTIES AND RESPONSIBILITIES: Handle incoming customer inquiries (via phone, email, chat, or automated alerts) and address user needs efficiently Record call details in the call management system, ensuring timely responses and resolutions within the agreed SLA Maintain up-to-date knowledge of services and products, particularly those tailored to individual customer applications Escalate any potential service issues to the senior team members, as needed. Adhere to all project processes and procedures Ensure compliance with the contractual SLA Provide coverage for other Agents in their absence, whether within the same team or across different teams Collaborate with the team on specific projects, when requested Fulfill administrative responsibilities, including managing holiday, sickness, and overtime records Participate in regular team meetings Perform additional tasks as assigned by the management, to ensure continued service performance, quality, and customer satisfaction RE...