Inquiry Management: Handle high volumes of incoming inquiries through approved support channels (Email, Chat, Phone, and Ticketing systems).
Issue Resolution: Identify and assess customers needs to achieve satisfaction; provide accurate, valid, and complete information by using the right methods/tools.
Ticket Lifecycle Management: Open, track, and close customer support tickets within the agreed Service Level Agreements (SLAs), ensuring no backlogs and (FRT),CSAT Score,Accuracy Rate,Resolution Rate
Technical Coordination: Escalating complex technical issues or integration bugs to the technical team and following up until a final resolution is reached.
Documentation: Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints in the CRM system.
Process Improvement: Identify recurring customer pain points and suggest improvements to the Customer Journey or the Knowledge Base to reduce repetitive tickets.
Quality Assurance: Follow communication procedures, guidelines, and policies to ensure brand consistency and service quality.
Ticketing Systems: Proven experience working with CRM and ticketing platforms (e.g., Zendesk, Salesforce, Freshdesk, or Zoho).
Job Requirements
Experience: Minimum of 3–5 years of experience in customer support, contact centers, or a client-facing role.
Education: Bachelor's Degree in Business Administration, Communications, or a related field.
