Customer Support Executive
Unolo · Gurugram · onsite · Posted 7d ago
Undisclosed0–2 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
About the role
Handle customer support tickets and calls, make sure customers get timely responses and resolutions, keep SLAs on track, and deliver high-quality communication across written and spoken channels.
What you will do
- Manage and resolve assigned support tickets and inbound / outbound customer calls.
- Resolve issues quickly and effectively over calls, email and support tools.
- Maintain First Response Time (FRT) and resolution timelines across tickets and calls.
- Log and close tickets accurately to keep reopens and reassignments low.
- Communicate clearly, professionally and with empathy - on calls and in writing.
- Follow up proactively to make sure every issue is resolved and the customer is happy.
- Work with the Product, Tech and Customer Success teams to resolve issues faster.
- Contribute to FAQs and the internal knowledge base.
How we measure success
- Tickets resolved vs assigned
- First Response Time (FRT) and average resolution time
- SLA adherence
- Ticket reopen and reassignment rate
- Call handling quality and resolution rate
What we are looking for
- Strong written and verbal communication skills.
- Comfortable handling customer calls and explaining solutions clearly.
- A customer-first mindset with strong ownership and accountability.
- Experience with Freshdesk or a similar ticketing tool is a plus.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer Supportfreshdeskcustomer successOutboundCall HandlingSLACommunication Skillsticketinginbound