Customer Ticket Handling Executive- VoC Operations

IndiaMART

0 - 2 years

Noida

Posted:8 months ago

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Job Description

Role & responsibilities

Manage day-to-day customer tickets across channels and ensure timely resolution as per SLAs.
Monitor ticket volumes, backlog, aging and escalations.
Analyze ticket trends and compile Voice of Customer (VoC) insights.
Prepare periodic dashboards and highlight recurring issues.
Ensure quality standards, TAT and FCR adherence.
Coordinate with cross-functional teams for issue resolution and loop closure.
Support junior team members and ensure process compliance.
Identify workflow improvements and suggest automation opportunities.

Preferred candidate profile

Bachelor's degree in Business, Management or related field.
0.5-2 years of experience in customer support, CX, or VoC operations.
Experience in handling high-volume ticket environments is preferred.
Data-driven and detail-oriented, Proactive and solution-focused,
Strong ownership mindset and passionate about customer experience improvement.

Skills Required

ticket handling crm tool ticket management excel customer experience management power bi ticketing tools tableau analytics

Work Mode

Work from Office

Job Type

Full Time

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