Functions

• Handle first-contact inquiries from English-speaking clients with standardized welcome protocol
• Resolve FAQ for FNTC products: FK-7S, ISO Suite, Smart SKR, Shadow AI Defense using approved scripts
• Log every contact in CRM with precise categorization (type, product, severity, language)
• Escalate to Level 2 English when inquiry exceeds FAQ scripts (technical, contractual, billing)
• Maintain AHT < 8 min for FAQ queries and < 12 min for first contact
• Update FAQ knowledge base weekly with new recurrent questions from international clients
• Participate in weekly quality calibration sessions with Supervisors

KPIs

Red Lines

• No divulgar informacion confidencial de FNTC o sus clientes
• No operar fuera del marco etico y legal del IFZA/UAE
• No tomar decisiones unilaterales sin aprobacion del director
• No modificar documentos sin pasar FK-7S 105/105
• No ignorar alertas de seguridad o compliance

Recent Tasks