Sr Customer Support Associate
Accenture Solutions Pvt Ltd
Hyderabad
13th Dec, 2019 - 27th Mar, 2023
- As a customer service representative for Google Fi, my job responsibility is to provide prompt and efficient service to customers via email and chat while appropriately escalating any customer issues
- Troubleshoot customer issues and take ownership of every customer interaction to achieve successful first-time resolutions on all contacts
- Utilize internal tools to troubleshoot problems and provide accurate and timely resolutions
- Liaise with other departments to escalate customer issues as needed
- Handled social & forums (Twitter, Play Store, Reddit) escalations for Google Fi
- Monitoring and maintaining performance metrics is a crucial aspect of my job
- I keep track of productivity levels (40 Contacts per day), customer satisfaction (55% C-Sat), resolve rate, average handling time (18 mins AHT), and quality scores (0% agent driven D-Sat)
- Mentored three new hire batches, each of 15 associates
- I provide real-time support to them on customer queries and conduct refresher sessions to help improve their self-sufficiency
- Conducted process knowledge evaluation tests to ensure that they follow the correct procedures ensure that they follow the correct procedures and maintain a positive customer experience
- Subject matter expert (SME) for the 15 member team in the absence of the team leader
- Over 3 yrs of experience with excellent communication, problem-solving skills, and a strong ability to work in a fast-paced, dynamic environment
- Proven track record of success in supporting clients and able to adapt quickly to new technologies and processes.
