Customer Support Associate

Job Summary:

We are looking for a dedicated Customer Support agents to join our team to handle customer escalations within 24 hours of receiving a complaint. The role requires excellent communication, a strong understanding of escalation processes, and the ability to manage multiple tasks, including resolving customer issues, maintaining escalation trackers, and collaborating with internal teams. Location: Andheri East (6 Days Work from Office)

Key Responsibilities:

• Customer Escalation Handling:
• Respond to customer escalations within 24 hours of the complaint being raised via email, providing timely and clear communication.
• Coordinating with Internal Teams: Liaise with relevant teams to understand the issue raised in the escalation and ensure a resolution is provided.
• Customer Communication: Act as a mediator between the customer and internal teams, updating the customer on the status and final resolution of their issue. Monitor and ensure that all escalations are addressed within the set TAT (Turnaround Time), keeping track of any delays and ensuring timely follow-ups
• Escalation Management:
• Tracker Management:
• Excel Proficiency:
• Process Adherence:
• Proven experience in customer support or similar roles, preferably with exposure to escalation handling.
• Strong communication skills, both written and verbal.
• Good typing speed and accuracy in handling multiple customer queries.
• Proficiency in Microsoft Excel, with experience in creating and maintaining trackers.
• Ability to work in a fast-paced environment and manage escalations within deadlines.
• Excellent problem-solving skills and attention to detail