Description

We are seeking experienced associates to handle incoming customer cases requiring immediate attention. This is a hands-on execution role where you will review, triage, and resolve complex or persistent unresolved cases by either responding directly to customers or routing cases to the appropriate teams. Associate will have to independently reach out to the subject matter experts to coordinate the resolution.

Key Responsibilities

Review Incoming Cases - Monitor and review open cases and complex customer inquiries as they are received in the queue
Triage and Route Cases - Assess case complexity and urgency, then route cases to the appropriate resolution teams or escalation paths when needed
Respond to Customers - Directly respond to customer inquiries with accurate resolutions, following established SOPs and case handling guidelines
Resolve Complex Cases - Handle escalated or complex cases that require additional research, judgment, or cross-functional coordination. Independently reach out to the SMEs to coordinate the resolution
Document Case Actions - Maintain accurate case notes, resolution details, and routing decisions for quality tracking and continuous improvement
Update and/or Improve SOPs based on cases handled, ensuring accuracy, clarity, and alignment with current best practices

Required Qualifications

4+ years customer service or case management experience
Strong written communication skills for customer-facing responses
Ability to quickly assess case complexity and make routing decisions
Experience working in high-volume, fast-paced environments
Attention to detail and commitment to quality outcomes
Comfortable working independently with minimal supervision

Preferred Qualifications

Experience with case management systems or ticketing platforms
Background in operations or logistics environments
Familiarity with SOP-driven resolution processes
Problem-solving skills for non-standard cases

Basic Qualifications

Bachelor's degree or equivalent work experience in Business, Operations, Logistics, Supply Chain or a related field

Preferred Qualifications

Experience working with the MS Office suite (Word, Excel, Outlook) and/or SQL in a professional environment
Speak, write, and read fluently in English

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Company - ADCI - Andra Pradesh

Job ID: A10514854

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