Production Agent L1

About the role

The Production Agent L1 will serve as the first point of contact for customers, handling inbound calls and emails, documenting issues, and providing technical support to meet service level agreements. The role focuses on accurate transaction processing, knowledge‑base utilization, and timely escalation when required.

Responsibilities

• Field all incoming client help requests via phone or email courteously.
• Record client details, issue nature, and resolution steps in the RAVE system.
• Follow standard procedures to resolve queries within defined SLAs.
• Maintain and update internal knowledge bases and self‑help documents.
• Analyze call logs to identify recurring issues and suggest preventive actions.
• Escalate critical problems to the Team Leader promptly.
• Provide product information and ensure compliance with service agreements.
• Conduct follow‑up calls to capture feedback and verify issue closure.
• Participate in product training and continuous learning activities.

Eligibility

• Fresh graduates or candidates with up to 2 years of experience.
• Eligible graduation years: 2024, 2025, 2026.
• Strong communication skills and customer‑service orientation.

Skills

• Customer service
• Technical support
• Help desk operations
• CRM handling
• RAVE system usage
• Troubleshooting
• Call and email handling
• Documentation
• Product knowledge