Required Skills & Qualifications

- 2 to 4 years of experience in email support processes within a BPO or similar setup.

- Excellent written English with robust grammar, tone, and adaptability to different customer contexts.

- Proven experience in performance monitoring, reporting, and driving process improvements.

- Proficient in using email/ticketing platforms such as Zendesk, Freshdesk, Salesforce, and Outlook.

- Skilled in MS Excel, Google Sheets, and handling reporting dashboards.

- Ability to handle high email volumes while maintaining response quality and accuracy.

- Strong analytical, problem-solving, and leadership capabilities.

- Willingness to work in rotational shifts, including weekends or holidays when required.





Preferred Qualifications (Optional)

- Exposure to process improvement frameworks like Lean or Six Sigma.

- Sound knowledge of customer service best practices and SLA adherence.

- Experience handling international support processes or high-priority accounts.

- Familiarity with automation tools (e.g., macros, auto-responders, AI-based email routing).

- Understanding of key KPIs such as First Response Time (FRT), Customer Satisfaction (CSAT), and Resolution Time, and their impact on support quality.

📌 Op 2 - Community Engagement (Hyderabad)
🏢 Recognized
📍 Hyderabad