Posted:1 day ago|
Platform:
Remote
Full Time
Respond promptly and accurately to customer inquiries via email, chat, and social media, ensuring first-contact resolution.
Troubleshoot product/service issues by gathering relevant information and guiding customers through written step-by-step solutions.
Escalate complex or sensitive cases to tier-2 support or relevant departments, maintaining clear documentation. Monitor and manage ticket queues, adhering to defined service-level agreements (SLAs) and quality metrics.
Collaborate with cross-functional teams (Product, Technical, QA) to communicate customer feedback and drive continuous improvement.
Maintain up-to-date knowledge of company products, policies, and process updates; contribute to internal knowledge base articles and FAQs. Ensure compliance with international data protection regulations (GDPR, CCPA) and company security protocols. Provide multilingual support (as applicable), ensuring culturally sensitive and localized communication.
GLORIOUS HR SERVICES PRIVATE LIMITED
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