Overview:

TekWissen is a global workforce management provider that offers strategic talent solutions to our clients throughout India and world-wide. Our client is a company operating a marketplace for consumers, sellers, and content creators. It offers merchandise and content purchased for resale from vendors and those offered by thirdparty sellers.

Job Title: Customer Service Associate III
Location: Hyderabad
Job Type: Contract
Duration: 8 Months
Work Type: Remote

Job Description:

The top Key Responsibilities:

- Review Incoming Cases - Monitor and review open cases and complex customer inquiries as they are received in the queue
- Triage and Route Cases - Assess case complexity and urgency, then route cases to the appropriate resolution teams or escalation paths when needed
- Respond to Customers - Directly respond to customer inquiries with accurate resolutions, following established SOPs and case handling guidelines
- Resolve Complex Cases - Handle escalated or complex cases that require additional research, judgment, or cross-functional coordination. Independently reach out to the SMEs to coordinate the resolution




- Document Case Actions - Maintain accurate case notes, resolution details, and routing decisions for quality tracking and continuous improvement

Leadership Principles:
- Customer Obsession, Ownership, Deliver Results

Mandatory Requirements:

- 4+ years customer service or case management experience / Typical escalation management
- Strong written communication skills for customer-facing responses with excellent communication skills
- Ability to quickly assess case complexity and make routing decisions
- Experience working in high-volume, fast-paced environments
- Attention to detail and commitment to quality outcomes
- Comfortable working independently with minimal supervision

Desired Skills:

- Experience with case management systems or ticketing platforms
- Background in operations or logistics environments
- Familiarity with SOP-driven resolution processes
- Problem-solving skills for non-standard cases
- Re-open rate of cases
- Customer satisfaction ratings

TekWissen Group is an equal chance employer supporting workforce diversity.

📌 Customer Service Associate III (Hyderabad)
🏢 TEKWISSEN
📍 Hyderabad