Help Desk Executive

Key Responsibilities

• Handle incoming calls and WhatsApp queries related to animal rescue and welfare services.
• Register cases in the designated portal or system with accurate details, location, photographs, and videos.
• Verify case information and assign cases to the concerned field teams,
• Follow up on pending and ongoing cases to ensure timely action and resolution.
• Coordinate with callers, animal feeders, veterinary teams, and other stakeholders regarding case updates.
• Maintain accurate case records, update case statuses, and document rejection reasons.
• Monitor response timelines and escalate urgent or delayed cases to the concerned team lead.
• Prepare daily reports on cases received, assigned, attended, pending, rejected, and resolved.
• Ensure proper shift handover of pending cases and important updates.
• Guide callers about available services and communicate professionally with empathy and patience.

Skills & Requirements

• Graduate or undergraduate candidates with relevant skills may apply.
• Good verbal communication skills in Hindi; basic English communication is an advantage.
• Basic computer knowledge and proficiency in data entry.
• Ability to handle calls, WhatsApp messages, and case records efficiently.
• Good coordination, follow-up, and organisational skills.
• Ability to manage multiple cases and prioritise urgent requests.
• Empathy towards animals and an interest in animal welfare.
• Prior experience in customer support, helpdesk, call centre, telecalling, or case management will be preferred.