Role & responsibilities

- Handle inbound and escalated customer calls and resolve customer concerns professionally.

- Manage Level 1/Level 2 customer escalations and ensure timely resolution.

- Understand customer issues by actively listening and asking relevant questions.

- Provide accurate information and appropriate solutions as per company policies and SOPs.

- Handle difficult, irate, or dissatisfied customers with patience and professionalism.

- Coordinate with internal departments such as Operations, Sales, Logistics, Billing, or Technical teams for issue resolution.

- Take ownership of customer issues and ensure proper closure within defined TATs.

- Maintain accurate records of customer interactions, complaints, and resolutions in CRM/ticketing systems.

- Follow up on unresolved cases and keep customers updated until closure.

- Identify recurring customer issues and share feedback with the concerned teams.

- Maintain defined quality, productivity, AHT, CSAT, and resolution TAT benchmarks.

- Ensure compliance with company policies, processes, and data-privacy guidelines.

📌 Urgent hiring For the role of Customer support - Voice process (Greater Noida)
🏢 Firstmeridian Global Services
📍 Greater Noida