01Key Responsibilities
Call Support (Voice Process):
- Handle inbound customer calls regarding product/service inquiries, complaints, or support requests.
- Make outbound calls for follow-ups, feedback, appointment confirmations, or sales (if applicable).
- Maintain a polite, skilled, and empathetic tone throughout the conversation.
- Ensure first-call resolution (FCR) whenever possible.
- Accurately document call details and outcomes in the system.
Chat Support:
- Manage real-time customer interactions via live chat.
- Handle multiple chat windows while maintaining accuracy and speed.
- Provide prompt and clear responses to customer questions.
- Identify customer issues and either resolve them or escalate to the appropriate team.
- Understand customer concerns and provide step-by-step resolution or instructions.
Master Data Issue Handling
- Manage and resolve tickets related to missing, incorrect, or outdated master data in systems.
General & Non-Technical Support
- Address user-reported non-technical issues and provide necessary assistance.
- Determine when escalation is required and route issues appropriately.
- Maintain a high standard of communication and professionalism in all user interactions.
- Ensure that all support activities are logged and tracked for audit and review purposes.
- Collaborate with relevant internal teams (e.g., data management or IT) to investigate and fix data discrepancies.
- Track progress and ensure timely resolution of data-related issues.
Work Location: In person .
