- Handle real-time customer queries across channels — voice, chat, and email — with
professionalism, empathy, and efficiency
- Manage escalations on Freshdesk from first response to resolution
- Understand the customer's query, identify their underlying need, and deliver the best
possible resolution, not just a scripted answer
- Write clear, accurate, professional email responses that resolve issues in as few
interactions as possible
- Identify root causes and coordinate with internal cross-functional teams to resolve issues
that need more than a frontline fix
- Meet escalation closure targets without compromising on quality or customer experience
- Accurately document every issue, action taken, and resolution
- Communicate clearly with customers, internal teams, and leadership; know when and to
whom to escalate
- Surface recurring issues and process gaps to leadership with supporting evidence
- Adhere to standardized processes and compliance requirements without compromising
customer experience
- Use AI tools confidently in day-to-day work (drafting, summarizing, categorizing) and
adapt quickly to new internal tools
What We're Looking For
- 1–2 years of experience in a customer satisfaction or support role
- Prior experience in voice and non-voice processes, with a solid grasp of
customer-happiness etiquette
- Willing to work in rotational shifts
- Robust communication skills in English and Hindi; organizational, motivational, and
time-management skills
- Self-starter with a positive attitude and the ability to adapt as the team grows
- Prior experience in fintech or credit cards is an added advantage