You will be aligned with our Customer Support vertical and help us in managing / resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions.
You will also be responsible for closing the fault and complaints within SLA's.
The Query Management team is accountable for the Inbound / Outbound calls and e-mail / chat support to resolve customer issue.
The role is aligned to our Service Desk Voice Support team which is responsible for performing day to day operations while maintaining SLAs & solving queries related to disputes while coordinating with customers.
The team reviews service requests based on the predefined scope of support, records, diagnoses, and troubleshoots customer raised incidents.
They also manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.
Good to have skills : Content management,Customer Service Management,Adaptabile and flexibile,Ability to solve problems,Active Listening,Build strong, ongoing relationships with customers,Assertive
Roles and Responsibilities
In this role you are required to solve routine problems, largely through precedent and referral to general guidelines. Your primary interaction is within your own team and your direct supervisor.
In this role you will be given detailed instructions on all tasks. The decisions that you make impact your own work and are closely supervised.
You will be an individual contributor as a part of a team with a predetermined, narrow scope of work. Please note that this role may require you to work in rotational shifts.