Responsibilities
- Act as the primary contact for client inquiries through email, chat, and phone communications.
- Manage incoming customer calls and address support tickets to resolve issues efficiently and on time.
- Provide timely, precise, and professional responses to customer questions and concerns.
- Analyze and resolve customer complaints by coordinating with internal departments and using SQL for data retrieval or validation.
- Keep detailed records of all customer interactions, including queries and resolutions.
- Track and monitor recurring issues to detect patterns and report systemic challenges.
- Assist in enhancing support resources such as FAQs, documentation, and internal knowledge repositories.
- Support adherence to service-level agreements and achieve defined performance metrics for response time and quality.
Work Arrangement
On-site
Timings
6 PM to 3 AM IST
Fixed shift
Monday to Friday, from 9:00 AM to 6:00 PM Eastern Time (ET)
Must be comfortable working from the office
Required to work on-site regularly
