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

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
Robust 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, rapid-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.

Disclaimer: This job description has been sourced from a public domain and may have been modified by Naukri.com to improve clarity for our users. We encourage job seekers to verify all details directly with the employer via their official channels before applying.

📌 Customer Service Associate Iii Hyderabad
🏢 TEKWISSEN
📍 Hyderabad