Responsibilities
- Handle incoming calls and tickets. Make outbound calls to customers as necessary.
- Provide accurate, valid and complete information by using the expertise on Routematic software.
- Handle customer complaints, provide appropriate solutions and alternatives within agreed SLAs; follow up to ensure resolution.
- Prioritize tickets based on analysis of the issue.
- Identify and assess customers’ needs to achieve satisfaction.
- Communicate (verbally, through mail and call) effectively with end customers.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Keep records of customer interactions, process customer accounts and file documents.
- Follow communication procedures, guidelines and policies.
- Generate reports on average response time, Ticket resolution time, open/priority tickets etc for stakeholders.
- Should be fine with working from client locations
- Should be fine with working in night shifts
- Should be willing to handle additional responsibilities.
Experience:
- 2+ years
