Urgent hiring For the role of Customer support - Voice process

Role & responsibilities

• Handle inbound and escalated customer calls and resolve customer concerns professionally.
• Manage Level 1/Level 2 customer escalations and ensure timely resolution.
• Understand customer issues by actively listening and asking relevant questions.
• Provide accurate information and appropriate solutions as per company policies and SOPs.
• Handle difficult, irate, or dissatisfied customers with patience and professionalism.
• Coordinate with internal departments such as Operations, Sales, Logistics, Billing, or Technical teams for issue resolution.
• Take ownership of customer issues and ensure proper closure within defined TATs.
• Maintain accurate records of customer interactions, complaints, and resolutions in CRM/ticketing systems.
• Follow up on unresolved cases and keep customers updated until closure.
• Identify recurring customer issues and share feedback with the concerned teams.
• Maintain defined quality, productivity, AHT, CSAT, and resolution TAT benchmarks.
• Ensure compliance with company policies, processes, and data-privacy guidelines.