Posted:1 hour ago|
Platform:
On-site
Full Time
HI
Teamware is hiring for Customer support role
Location:Hyderabad
Experience:4+years
Notice Period:Immediate
Review Incoming Cases - Monitor and review open cases and complex customer inquiries as they are received in the queue
2. Triage and Route Cases - Assess case complexity and urgency, then route cases to the appropriate resolution teams or escalation paths when needed
3. Respond to Customers - Directly respond to customer inquiries with accurate resolutions, following established SOPs and case handling guidelines
4. Resolve Complex Cases - Handle escalated or complex cases that require additional research, judgment, or cross-functional coordination. Independently reach out to the SMEs to coordinate the resolution
5. Document Case Actions - Maintain accurate case notes, resolution details, and routing decisions for quality tracking and continuous improvement
Customer Obsession, Ownership, Deliver Results
• 4+ years customer service or case management experience
• Strong written communication skills for customer-facing responses
• Ability to quickly assess case complexity and make routing decisions
• Experience working in high-volume, fast-paced environments
• Attention to detail and commitment to quality outcomes
• Comfortable working independently with minimal supervision
• Experience with case management systems or ticketing platforms
• Background in operations or logistics environments
• Familiarity with SOP-driven resolution processes
• Problem-solving skills for non-standard cases
• Re-open rate of cases
• Customer satisfaction ratings
Any bachelor’s degree
They will not be working on any specific project because the job requires them to validate vendor/seller self-tested packaging test reports or third-party lab test reports approved to ship the product in optimal packaging via case management system.
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