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