· Escalate cases as per escalation matrix given by the respective manager on scenarios wherein immediate resolution cannot be given to the customer to win customer confidence
· Daily interaction with reporting manager to understand the performance baseline & the ways to achieve the important metrics which are critical to business
· Efficiently & effectively navigate the website, CRM, and other systems & technologies provided by Client
· Provide an excellent level of customer service driven by professionalism, timeliness and accuracy Ensure targets for service levels, quality and customer satisfaction are achieved
· Support the Team Leader in the practical day to day management and control of customer service
· Other duties from time to time that may be assigned
Desired Candidate Profile
· Minimum 10+2 /diploma from a recognized Board
· Working knowledge of Basic Computers with a fair knowledge of MS Word and Excel
· Ability to draft a letter with proper grammar, content, format
· Good communication skills is a must
