Industry: IT Services / BPO / Customer Support
Location: Mumbai, India
Experience Required:
2–5 years of experience in customer support, BPO, or service operations. Proficiency in handling voice and chat processes, familiarity with ticketing tools, strong communication skills, and the ability to manage multiple queries within defined timelines are preferred.
Position Overview:
We are looking for a Customer Support Analyst to manage incoming customer queries and ensure timely resolution. The role involves handling support requests across multiple channels, maintaining service quality, and coordinating with internal teams. The ideal candidate should be detail-oriented, process-driven, and capable of working in a fast-paced, service-oriented environment.
Key Responsibilities:
1. Policy and Protocol Adherence
- Follow company support processes, SOPs, and service guidelines
- Ensure compliance with SLAs and customer service standards
- Maintain confidentiality of customer data and internal information
2. Service Delivery and Timelines
- Handle customer queries via email, chat, and calls
- Ensure timely resolution within defined SLAs
- Maintain accuracy and quality in responses and issue handling
3. Coordination and Collaboration
- Work closely with internal teams for issue resolution and escalations
- Communicate effectively with customers and stakeholders
- Escalate complex or unresolved issues appropriately
4. Tools and Documentation
- Log and track all queries in the ticketing system
- Maintain accurate records of issues, resolutions, and interactions
- Ensure proper documentation, updates, and closure of tickets
5. Quality and Continuous Improvement
- Maintain high customer satisfaction and service quality
- Identify recurring issues and suggest process improvements
- Contribute to improving support workflows and efficiency
6. Authority & Responsibility
- Take ownership of assigned tickets until resolution
- Manage workload efficiently across multiple support channels
- Escalate risks impacting service quality or timelines
7. General Responsibilities
- Maintain professionalism in all customer interactions
- Use company systems and tools responsibly
- Be flexible to work in rotational shifts and a fast-paced environment
- Support team and operational requirements as needed
