Key Responsibilities
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