Operations: Operations

Support Executive

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Contents

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

Note: This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. It is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position.

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