Central Helpdesk Executive- IVR/ Emails/ Walk-ins

Job Title:

Role Purpose:

RESPONSIBILITIES

• Attend customer calls via IVR; respond to first-level queries and escalate where required.
• Acknowledge all customer emails within SLA timelines using pre-approved templates.
• Manage HO walk-in customers, record interactions, and ensure resolution is tracked.
• Enter all interactions (calls, emails, walk-ins) in 4QT CRM system in real-time.
• Tag queries correctly (Sales, CRM, Finance, Documentation) for appropriate routing.
• Generate daily logs of open, pending, and closed cases.
• Ensure 100% acknowledgement of customer communications within 24 hours.
• Track SLA adherence for responses and escalate delayed cases to CRM Head.
• Provide inputs for MIS dashboards (weekly/monthly).
• Work closely with Sales, Finance, Documentation, and CRM teams for resolution of cases.
• Escalate unresolved queries as per the defined escalation matrix.
• Support HO CRM team in customer-facing events or mass communication drives.

Any other support required by the Senior Management from time to time.

Key Skills & Competencies

Customer-first approach with high empathy and patience

Ability to multitask and manage query volumes efficiently.

Comfortable with CRM software (preferably 4QT) and MS Office.

Problem-solving and escalation management skills.

Performance Metrics (KRA/KPI)

% of acknowledgements sent within SLA (target: >95%)

Average response TAT compliance.

Customer satisfaction (measured via feedback calls/surveys).

Zero cases of communication gaps or unlogged interactions.

Qualifications & Experience

• Graduate (any discipline); MBA preferred but not mandatory.
• 2 to 4 years of experience in customer service / helpdesk (real estate, BFSI, or telecom preferred).
• Exposure to CRM tools and call-handling systems desirable.

BENEFITS

• Competitive salary and performance-based bonuses.
• Health insurance coverage.
• Professional development opportunities
• Dynamic work environment with opportunities for career growth and advancement.

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