Unolo is a fast-growing B2B SaaS company focused on providing innovative field force management solutions to companies and their field executives. With an impressive client roster including industry leaders such as Uber, Adani, Hero, Amul, Reliance, Intel, and NoBroker, we are dedicated to delivering cohesive and efficient work experiences. As a dynamic company, we value teamwork, technological excellence, and a passion for problem-solving.
About the Role
Handle customer support tickets and customer calls, ensure timely responses and resolutions, maintain SLA adherence, and deliver high-quality customer communication across written and verbal channels.
Key Responsibilities
· Manage and resolve assigned customer support tickets and inbound/outbound customer calls.
· Provide timely and effective issue resolution via calls, emails, and support tools.
· Maintain First Response Time (FRT) and resolution timelines across tickets and calls.
· Ensure accurate ticket logging and closure to minimize reopens and reassignments.
· Communicate clearly, professionally, and empathetically with customers over calls and written communication.
· Proactively follow up with customers to ensure issue resolution and satisfaction.
· Coordinate with Product, Tech, and CS teams for faster issue resolution.
· Contribute to FAQs and internal knowledge base documentation.
Key Performance Metrics
· Tickets resolved vs assigned
· First Response Time (FRT)
· Average resolution time
· SLA adherence
· Ticket reopen and reassignment rate
· Call handling quality and resolution rate
Requirements
· Strong written and verbal communication skills.
· Comfortable handling customer calls and explaining solutions clearly.
· Customer-first mindset with strong ownership and accountability.
- Experience in FreshDesk or similar ticketing tools will be preferred.
Work Location: In person
