• Answer Customer inquiries via all available communication channels (including Telephone, Email, Social Media websites and Chat) with politeness, professionalism, and in accordance with the unified guidelines pre-established by the Customer Experience Department Management. • Respond to Customer complaints with high professionalism, calmness and understanding as an important ingredient in creating a positive Customer perception towards MARKAVIP as a whole. • Solve any received complaints and respond to the inquiries received using the tools and guidelines available, ensuring a high and consistent quality of service. • Escalate any unsolved Customer complaints and/or problems to the concerned Department within MARKAVIP according to defined processes, and continuously follow-up on such, in order to provide the Customer with a timely and satisfying solution. • Educate and provide comprehensive guidance to Customers on all aspects pertaining to MARKAVIP products, campaigns and services as required, to ensure an increased Customers’ awareness and satisfaction. • Build & maintain a strong relationship with Customers in a manner that causes a sense of Customer Belonging and increased retention rates. • Update Customer information as and when needed in a highly precise and detailed manner, thus avoiding any potential future mistakes that could negatively reflect on MARKAVIP’s Customers’ satisfaction. • Adhere to the shift schedules pre-set by the relevant authority level to avoid any interruptions that may affect the Contact Center operations, and decrease the targeted service level and key performance indicators.