06 Sep
|
Mobile Programming
|
Panchkula
06 Sep
Mobile Programming
Panchkula
Key Responsibilities
- Manage 10-15 Tier-1 agents in a real-time support setting
- Monitor live queues (chat/SMS) and ensure SLA adherence
- Handle escalations (delivery issues, driver delays, reroutes, failed deliveries)
- Coach agents on:
- Resolution quality
- Communication tone
- Decision-making
- Coordinate with internal teams via Slack
- Ensure proper case documentation in Zendesk
- Drive daily performance:
- First Contact Resolution (FCR)
- Response time
- Resolution time
Required Skills:
- Strong real-time decision-making
- Ability to handle high-pressure situations
- Deep understanding of customer support workflows
- Excellent communication & coaching ability
Tools Exposure (preferred)
- Twilio Flex (chat/SMS handling)
- Zendesk
- Google Maps
Pay: Up to ₹34,925.51 per month
Work Location: In person
📌 Customer Support Associate (Panchkula)
🏢 Mobile Programming
📍 Panchkula