- Email ManagementReview and prioritize incoming high-volume customer emails based on urgency and topic.Draft professional responses using company templates, brand voice, and proper email etiquette.Provide clear guidance to walk customers through troubleshooting or product navigation steps.
- SLA & Performance TrackingMaintain strict Turnaround Time (TAT) metrics to ensure customer queries are resolved within established timelines.Achieve Quality Assurance (QA) and Customer Satisfaction (CSAT) scores targets set by management.Manage multiple email cases concurrently without compromising communication quality.
- CRM Operations & DocumentationLog customer interactions and update accurate profiles using software like Salesforce, Zendesk, or Freshdesk.Generate support tickets and monitor them from submission through to resolution.Identify recurring customer trends or system bugs and report insights to supervisors to improve internal processes.
- Escalation HandlingIdentify complex issues or sensitive complaints that require tier-2 support or specialized engineering teams.Route tickets accurately to corresponding departments while keeping the customer loop updated.
Pay: ₹18,455.00 - ₹28,755.00 per month
Benefits:
Work Location: In person
