Officer will be the primary point of contact for Alldigi Tech Limited's international clientele, managing inbound email and chat inquiries. This role requires solid communication skills, a deep understanding of our products, and the ability to troubleshoot and resolve issues efficiently while maintaining a high level of customer satisfaction.
Responsibilities
Respond to customer emails and chat messages promptly and professionally.
Diagnose and resolve technical and non‑technical issues for international users.
Escalate complex cases to appropriate internal teams while tracking progress.
Maintain accurate records of all customer interactions in the CRM system.
Develop and update knowledge‑base articles and standard operating procedures.
Monitor service level agreements (SLAs) and ensure compliance.
Provide feedback to product and engineering teams based on customer insights.
Identify trends in customer queries and propose process improvements.
Collaborate with cross‑functional teams to enhance the overall customer experience.
Mentor junior support staff and share best practices.
Qualifications
Bachelor's degree in Business, Communications, or related field.
3+ years of experience in non‑voice customer support, preferably in a tech setting.
Fluent English; additional language proficiency is a plus.
Proven ability to handle high‑volume email and chat communications.
Robust problem‑solving skills and technical aptitude.
Experience with CRM platforms (e.g., Zendesk, Salesforce).
Excellent written communication and interpersonal skills.
Ability to work across time zones and adapt to a global customer base.
Detail‑oriented with strong organizational abilities.
Customer‑centric mindset with a focus on continuous improvement.
📌 Sr Customer Support Officer Chennai
🏢 Digitide Solutions
📍 Chennai
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