Akshay Sabherwal

Senior Customer Support Representative

Noon - Ecommerce

07.2020 - Current

Currently, we are testing AI for the platform with the technical team, and I am selected to test it along with the technical department.from UAE.
Generation of reports on a daily, weekly, and monthly basis to identify and improve performance on all KPIs.
Mentoring the team of 60+.
I worked for email and chat support on all KPIs.
Also, I worked to support the assignment of work to the juniors.
Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
Provided timely feedback to the product development team, resulting in enhanced features and overall user experience improvements.
Streamlined support processes for improved efficiency and faster response times to customer concerns.
Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
Collaborated with team members to identify areas of improvement in customer service protocols.
Trained new hires on company policies, procedures, and best practices in customer support roles.
Contributed ideas and practical solutions to support process improvement efforts.
Participated in cross-functional teams working towards company-wide goals, showcasing adaptability and commitment to broader objectives beyond individual role responsibilities.
Enhanced team morale and productivity by organizing regular training sessions on customer service excellence.
Assisted in development of system security protocols.