- Respond to customer queries via tickets and chat, closing tickets with proper and timely follow-ups.
- Work on contributing to the enhancement of customer satisfaction by implementing strategies and initiatives aimed at improving the CSAT (Customer Satisfaction) score.
- Meet SLAs for all raised tickets, create a knowledge base for recurring issues, promptly report technical issues to relevant teams, and maintain high-quality responses for each handled ticket.
- Requirements
- Bachelor of Engineering (preferred IT-CE background).
- 02 years of prior experience in customer support service.
- Positive written and oral communication skills.
- Excellent customer handling skills.
- Experience with ticketing tools like Freshdesk, Zendesk.
- Corporate emailing and documentation knowledge.
- Knowledge of Excel, Word, and PowerPoint.
- Experience in creating FAQs and building a knowledge base.