Key Responsibilities
Handle customer queries and concerns effectively through calls and emails (voice and non-voice support).
Ensure first-contact resolution and customer satisfaction.
Maintain accurate records of customer interactions in the CRM system.
Proactively identify customer needs and provide appropriate solutions.
Escalate complex issues to relevant departments with proper documentation.
Contribute to process improvement and knowledge sharing within the team.
Prepare and maintain daily/weekly Excel reports as required.
Key Requirements
Robust understanding of customer service processes and systems.
Excellent English communication skills, both verbal and written.
Robust vocabulary, articulation, and comprehension.
Experience in both voice and non-voice/email support.
Proficiency in MS Excel for basic reporting and data management.
Robust problem-solving ability with attention to detail.
Flexibility to work in rotational shifts.
Preferred Attributes
Exposure to CRM tools such as Zoho Desk.
Experience handling both B2C and B2B customers.
Quick learner with the ability to adapt to changing business requirements.