Handle customer queries, requests, and complaints via email support channels.
Provide accurate, timely, and professional responses while maintaining a polite and empathetic tone.
Investigate issues, troubleshoot basic problems, and escalate complex cases to higher-level teams.
Maintain customer records and update CRM/ticketing systems (Zendesk, Freshdesk, Salesforce, etc.).
Follow company’s email templates, tone guidelines, and service level agreements (SLAs).
Coordinate with internal teams (billing, technical support, logistics, etc.) to resolve customer concerns.
Document frequently asked questions/issues and provide feedback to improve processes.
Meet performance targets like First Response Time, Resolution Rate, CSAT (Customer Satisfaction), and productivity.
Some benefits are standard, but sometimes:
The extent of health insurance (in-patient, out-patient, dependents) may vary.
Shift timings might be long / rotational, which can affect work-life balance.
Some benefits (like flexible hours or off days) are based on the process / project.
Probation period may be there, during which some benefits may be limited.
🌐 Company Overview Global Presence: Operates in over 90 countries, delivering digital transformation, consulting, and business re-engineering services. 💼 Services & Solutions Tech Mahindra offers a wide range of services, including... Read More