customer analysis

1. Customer Interaction

• Handle customer queries via phone, email, chat, or ticketing system.
• Provide prompt, accurate information and resolve issues within defined SLAs.
• Maintain a positive, empathetic, and professional attitude with customers.

2. Issue Resolution & Escalation

• Identify customer needs and provide appropriate solutions or guidance.
• Escalate complex cases to the appropriate teams and track them to closure.
• Document all interactions and resolutions in CRM tools (e.g., Zendesk, Freshdesk, Salesforce).

3. Process Adherence

• Follow standard operating procedures (SOPs) to ensure compliance and consistency.
• Meet performance metrics such as AHT, CSAT, FCR, quality, and productivity.

4. Communication & Collaboration

• Coordinate with internal teams such as Technical Support, Product, QA, or Operations.
• Share customer feedback and trends to help improve product/service quality.

5. Continuous Improvement

• Identify opportunities to improve support processes.
• Participate in training sessions and contribute to knowledgebase articles.