Customer Support
1 week ago
Role & Responsibilities
- Handle inbound customer inquiries via phone, email, and chat—provide timely, accurate responses while maintaining a professional tone.
- Log, triage, and resolve tickets in the CRM/ticketing system; own cases end-to-end and ensure SLA compliance.
- Diagnose customer issues, provide step-by-step troubleshooting, and escalate complex problems to functional teams when required.
- Maintain clear, customer-centric documentation of interactions and resolutions to enable smooth handovers and recurring-issue tracking.
- Drive first-contact resolution and identify opportunities to improve processes that reduce repeat queries and increase customer satisfaction (CSAT).
- Participate in daily standups, training sessions, and feedback loops to continuously improve service quality and team performance.
Skills & Qualifications
Must-Have
- 6 months –2 years of customer support or call-center experience, preferably in BPO, HR services, or SaaS support roles.
- Excellent verbal and written communication in English , ability to communicate clearly with diverse stakeholders.
- Strong problem-solving aptitude, empathy, and a customer-first mindset.
- Basic computer skills (MS Office, Google Workspace) and comfort with remote knowledge-base tools.
Skills: chat,call,email,request
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