- Handle customer escalations and provide timely resolutions.
- Investigate complex customer issues and coordinate with internal teams.
- Ensure SLA, TAT, CSAT, and Quality targets are achieved.
- Maintain accurate case documentation and follow-up until closure.
- Identify recurring issues and recommend process improvements.
- Deliver exceptional customer experience through effective communication.
Required Skills
- L2 Escalation Handling
- Customer Complaint Resolution
- Conflict Management
- Root Cause Analysis (RCA)
- Email & Chat Support
- CRM Tools (Salesforce, Zendesk, Freshdesk, etc.)
- Solid Communication Skills
- Problem Solving & Decision Making
- Stakeholder Management
- SLA | TAT | CSAT | Quality | MS Excel