Customer Service Expert

Industry & Sector:

• Deliver timely, accurate, and empathetic customer support via voice, email and chat—resolve inquiries, complaints, orders and account issues on-site.
• Manage the complete ticket lifecycle using CRM/ticketing tools; prioritise, update case notes, and meet SLA and quality targets.
• Escalate complex technical or policy issues to relevant teams and follow through to ensure timely resolution and customer closure.
• Handle transactional activities such as refunds, order modifications, cancellations and basic account maintenance in accordance with process guidelines.
• Monitor performance metrics (CSAT, FCR, AHT) and participate in calibration sessions, training and continuous-improvement initiatives.
• Identify recurring customer pain points and work with product and operations to recommend process or documentation improvements.
  

Skills & Qualifications

Must-Have

• Proven experience in customer service or call centre environments with on-site availability.
• Hands-on experience using ticketing systems and CRM platforms (e.g., Zendesk, Freshdesk or Salesforce Service Cloud).
• Strong voice support experience and familiarity with omnichannel customer engagement.
• Demonstrable ability to manage SLAs, escalations and ticket prioritisation.
• Fluent English (verbal and written); additional local language (e.g., Hindi) is an advantage.
• Basic computer proficiency (MS Office / Google Workspace) and comfort with structured scripts and knowledge bases.
  

Preferred

• Experience in B2C / e-commerce or fintech support operations.
• Familiarity with performance metrics like CSAT, FCR and AHT and experience hitting KPI targets.
• Experience with workforce management tools and IVR/dialer systems.
  

• On-site role with structured shift schedules, opportunities for shift differential pay and career progression into ops or quality roles.
• Continuous training, regular coaching, and access to upskilling programs to build domain and product expertise.
• Competitive compensation, health benefits and a supportive, target-driven culture focused on customer experience excellence.