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 Noida
🏢 Firstmeridian Global Services
📍 Noida