- Ability to conduct the initial triage of incoming requests to resolve customer order questions and inquiries
- Respond to customer queries over the phone, via email, and/or online chat
- Provide explicit and compassionate support to US-based customers
- Build rapport while collecting relevant customer and order details
- Manage intent queues for order services, scheduling, and account inquiries
- Monitor email and chat channels, ensuring timely response to each inquiry
- Handle inbound and outbound calls and route issues across internal service teams as needed
- Identify causes of delays and assign to appropriate resolution owners
- Work within policy compliance to resolve order constraints with urgency
- Ensure full resolution and customer satisfaction for every interaction
- Escalate cases beyond Tier 1 scope to the correct support tier
- Support feedback loops to internal departments, including product, service delivery, and operations

📌 Customer Service Associate (Gurugram)
🏢 Fusion CX
📍 Gurugram