Sr. Associate - Customer Care - Non - Voice 5B
Core
Respond to customer queries via email, chat, or social media to handle order tracking, cancellations, refunds, and product/service issues.
Role type
Senior Customer Support Associate (Text-based)
Builds
Customer support interactions and issue resolutions
Domain
Customer Service / E-commerce / Logistics
Deliverable
dashboards & analysis
Required skills
Customer Care, Customer Experience (CX), Online Customer Support, Claims Resolution, Account Maintenance, Underwriting Support
Preferred skills
Customer Journey Mapping, Underwriting Analysis
Technologies
Zendesk, Freshdesk, Salesforce
Responsibilities
Respond to customer queries through email, chat, or social media platforms; Handle order tracking, cancellations, refunds, and product/service-related issues; Maintain detailed records of customer interactions using CRM tools; Follow SOPs and quality guidelines; Meet performance metrics like TAT, CSAT, and FCR.
Seniority
Senior, hands-on IC