Multichannel Customer Engagement • Manage both inbound and outbound interactions across voice, email, and chat platforms to address customer queries effectively • Provide support for order-related inquiries, schedule services, account questions, or general product/service issues 2.

Issue

Resolution &

- First-Contact Closure • Resolve customer issues with empathy and efficiency, aiming for first-contact resolution whenever possible • For specific processes like payment collection, negotiate payment plans and resolve billing disputes when required 3.

Accurate

Documentation • Maintain detailed records of interactions in CRM systems, logging inquiries, actions, and resolutions clearly and accurately 4.

Internal

Collaboration &
- Escalation • Collaborate with cross-functional teams to resolve complex issues, escalating when necessary • Use feedback loops to help improve product, process, or service delivery 5. Adherence to Policies &
- Standards • Follow SOPs, quality guidelines, and compliance protocols throughout customer interactions 6.

Performance

Metrics &
- Continuous Improvement • Meet defined KPIs such as customer satisfaction (CSAT), turnaround time (TAT), AHT, and quality scores • Provide insights or feedback on recurring issues to help refine processes or knowledge base documentation 7.

Knowledge

Management &




- Skill Development • Stay updated on products, services, policies, and tools to deliver accurate support.
- Contribute to building or updating self-help documents or FAQs for faster resolutionView Job Posting Details 12:01 AM 07/16/2026 Page 2 of 3 Qualifications Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing Certifications Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow, ISTQB Certified Tester Foundation Level (CTFL) - SJSI Stowarzyszenie Jakosci Systemow InformatycznychSJSI – Stowarzyszenie Jakosci Systemow Informatycznych, Professional, Customer Service (PCS) - Horeca FormaBeProHoreca FormaBePro, Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources, STI Certified Call Center Qualified (CCCP) - CornerstoneCornerstone Required Skills Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Service Analytics, Data Management, Online Customer Support Language English (Required) Language Proficiency Proficient - C2 Additional Job Location Job Type Regular Master Skill List Customer Care - Blended Remote Type Office Work Shift Rotating (India)

📌 Blended process voice,chat,email (Gurugram)
🏢 Spearhead Professional
📍 Gurugram