About the role
You will be aligned with the customer support vertical and help manage and resolve customer queries, handle escalations and complaints from dissatisfied customers, and provide the best resolutions. You will also be responsible for closing faults and complaints within SLAs. This role supports customer service technology used by contact centers to deliver effective customer support and improve both customer and agent experience.
Responsibilities:
- Manage and resolve customer queries through messaging support.
- Handle customer escalations and complaints and provide appropriate resolutions.
- Close faults and complaints within defined SLAs.
- Solve routine problems largely through precedent and referral to general guidelines.
- Work closely with your own team and direct supervisor on daily tasks.
- Make decisions that impact your own work within a predetermined, focused scope.
- Contribute as an individual contributor as part of a team.
- Work in rotational shifts as required.
Requirements:
- Any degree.
- 1 to 3 years of experience.
- Collaboration and interpersonal skills.
- Ability to work well in a team.
- Problem-solving skills.
- Ability to perform under pressure.
- Written and verbal communication skills.