VPN Chat

12 hours ago

Mangaluru, India UnifyCX Full time

Job Description

  • Provide frontline customer support
  • Operate in a 24/7 environment, handling inbound inquiries Via chat and email.

Key Responsibilities

  • Customer Interaction: Handle all incoming questions, troubleshoot issues, and provide product guidance.
  • Retention: Attempt to retain customers who may be considering cancelling their subscription.
  • Escalation & Reporting:
  • Identify and report trending issues to SMEs.
  • Escalate advanced cases promptly when resolution requires deeper investigation.
  • Ticket Management:
  • Document all interactions in Zendesk (or equivalent ticketing tool).
  • Ensure customer follow‐up until resolution.
  • Performance Metrics:
  • Meet/exceed monthly KPIs, including Quality Assurance (QA) scores, productivity, retention rates, Average Handling Time (AHT), and First Response Time (FRT).
  • Collaboration: Coordinate with teammates, SMEs, and Supervisors to ensure smooth workflow and knowledge sharing.

Qualifications

  • Previous experience in technical support covering chat, and email channels.
  • VPN background is a plus, though not strictly required.
  • Excellent English communication skills (written and verbal).
  • Ability to work in a 24/7 shifting schedule.
  • Strong problem‐solving, attention to detail, and customer service orientation.

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