Posted:1 month ago|
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2 to 4 years of experience in email support processes within a BPO or similar setup.
Excellent written English with strong grammar, tone, and adaptability to different customer contexts.
Proven experience in performance monitoring, reporting, and driving process improvements.
Proficient in using email/ticketing platforms such as Zendesk, Freshdesk, Salesforce, and Outlook.
Skilled in MS Excel, Google Sheets, and handling reporting dashboards.
Ability to handle high email volumes while maintaining response quality and accuracy.
Strong analytical, problem-solving, and leadership capabilities.
Willingness to work in rotational shifts, including weekends or holidays when required.
Exposure to process improvement frameworks like Lean or Six Sigma.
Sound knowledge of customer service best practices and SLA adherence.
Experience handling international support processes or high-priority accounts.
Familiarity with automation tools (e.g., macros, auto-responders, AI-based email routing).
Understanding of key KPIs such as First Response Time (FRT), Customer Satisfaction (CSAT), and Resolution Time, and their impact on support quality.
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Hyderabad, Telangana
Experience: Not specified
Salary: Not disclosed
