Customer Support- Inbound Call Agent – Multilingual Support

Key Responsibilities :

• Multilingual Call Handling :
• Manage inbound customer calls in English or Hindi and at least one South Indian language (Tamil, Telugu, Malayalam, or Kannada). Communicate clearly, confidently, and professionally with customers.
• Escalation Recording Issue Resolution :
• Listen attentively to customers, and accurately note down escalations and reasons for complaints. Coordinate with relevant teams during the call, ensuring the customer receives an appropriate and timely resolution.
• Stakeholder Coordination :
• Work closely with multiple internal stakeholders while on the call to resolve customer issues. Escalate major issues to the appropriate team via email or follow-up calls if necessary.
• Empathetic Customer Support :
• Approach customer interactions with empathy and patience, ensuring the customer feels heard and understood throughout the conversation. Maintain a calm and professional demeanor, even in challenging situations.
• Data Management Tracking :
• Use Google Forms to accurately record call details, customer complaints, and escalations. Maintain and update case records in trackers, ensuring all data is properly captured and stored.
• Attention to Detail :
• Ensure all escalations, customer information, and resolutions are accurately documented. Keep a close watch on all ongoing cases and follow up with customers if needed to ensure resolution.
• TAT Monitoring :
• Monitor the TAT (Turnaround Time) for issues raised during calls and ensure resolutions are provided within the expected timeline.

Qualifications :

Key Skills :

Skills Required

Customer Support, issue resolution