Handle inbound customer calls as Level 1 (L1) support. • Resolve customer queries and raise complaint numbers if required. • Verify customer records and escalate unresolved issues when needed. • Act as Level 2 (L2) Support, overseeing operational aspects including day-to-day operations, training, and performance management as per defined Service Level Agreements (SLAs).
- Identify gaps in processes, knowledge, or technical areas to ensure smooth and effective functioning of operations.
- Guide and mentor agents to improve performance and maintain service quality.
- Act as a point of escalation for unresolved queries from Level 1 support.
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