Key Responsibilities
- Handle inbound and outbound customer contacts (phone, email, chat, social media) and respond to inquiries in a timely and accurate manner.
- Troubleshoot and resolve customer issues; escalate more complex problems to other teams when necessary.
- Provide customers with information about products/services, guide them on usage or policy, and ensure their understanding.
- Record and log customer interactions, maintain accurate customer histories in CRM or help-desk tools.
- Gather customer feedback and insights, and share with relevant internal teams (product, operations, sales) to improve processes and offering.
- Meet or exceed key support metrics such as first-contact resolution, customer satisfaction, response time.
- Work collaboratively with other departments (sales, product development, operations) to ensure end-to-end customer satisfaction.
- May be required to work in shifts (including evenings/nights), handle workload during busy periods, and adhere to company policies and standards.
Required Skills & Experience
- Bachelor's degree or equivalent (in business, communications, or related field) is preferred.
- Strong verbal and written communication skills in English (additional regional languages are a plus).
- Good problem-solving skills, ability to remain calm under pressure, and a customer-centric attitude.
- Experience with CRM, ticketing systems or help-desk tools.
- Ability to multitask, manage time effectively, and maintain accurate records.
- Familiarity with MS Office (Excel, Word) and basic computer literacy.
- Flexibility to work in shifts (if required by business).
Desired (Optional)
- Experience in [industry specific: e.g., e-commerce, SaaS, telecom, aviation].
- Multilingual proficiency (especially helpful in diverse markets).
- Prior experience in technical support or using specific software/tools relevant to business.
- Ability to train/mentor junior staff or take part in process improvement initiatives.
Key Performance Indicators (KPIs)
- Customer satisfaction score (CSAT)
- First contact resolution rate
- Average response / resolution time
- Tickets handled per shift / day
- Escalation rate
- Feedback or referral rate
Contact :
Rinkal Kothiya
98249 45442
[Confidential Information]
