About the Role –
Resolves user issues, queries, concerns with effective, clear, and professional written communication over chat/email.
Follow up on Unresolved/reopen cases, coordinate with the technical, product team and reply to the customers adhering to the timelines.
Consistently achieve the daily productivity targets and ensure quality standards are met.
Provides prompt and efficient service to users including the appropriate escalation of user issues.
Some amount of calling experience is required, the support associate should be able to call users and resolve the query if it's not resolved over an email.
What you'll do -
*Maintains positive and professional behavior, always portraying the company in a positive image while effectively managing customer complaints/issues.
Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies, and procedures.
Contributes to a positive team environment and Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
Liaise with other departments such as Product team or Technical Team, as required to resolve user issues and questions