Key Responsibilities
Coordinate with internal teams to gather information and provide accurate responses.
Maintain proper records of customer interactions in the CRM or ticketing system.
Follow up with customers until their issues are resolved.
Escalate complex issues to the appropriate teams when required.
Maintain a high level of customer satisfaction through effective communication.
Required Skills:
Excellent written and verbal communication skills.
Valuable typing speed and attention to detail.
Basic knowledge of Microsoft Office (Excel, Word, Outlook).
Ability to multitask and manage time effectively.
Problem-solving and customer service skills.
Ability to work in a fast-paced environment.
Qualifications:
Graduate in any discipline (preferred).
Freshers with excellent communication skills may also apply.
Preferred Skills
Experience with CRM or ticketing tools such as Zendesk, Freshdesk, Salesforce, or similar platforms.
Knowledge of SLA management and customer support processes.
Experience in BPO or customer service is an added advantage.
Key Performance Indicators (KPIs)
First Response Time (FRT).
Resolution Time (TAT).
Customer Satisfaction (CSAT).
Quality score.
SLA adherence.
Work Schedule
Willingness to work in rotational shifts, weekends, or holidays if required.
Ability to work from the office or in a hybrid setting, based on business requirements.