RAM TANWAR

• Handled inbound and outbound calls to assist customers with product-related queries.

• Resolved billing, order tracking, and service-related issues within defined SLAs.

• Documented customer interactions accurately in CRM systems.

• Provided email/chat support to ensure timely resolutions for non-voice queries.

• Assisted customers with order placement, returns, and refunds.

• Handled escalated issues with patience and professionalism to maintain satisfaction.

• Educated customers on platform features and new offers.

• Consistently achieved performance metrics including first-call resolution (FCR) and CSAT.

• Managed incoming calls to address customer concerns and product inquiries.

• Provided real-time resolutions while

maintaining call quality standards.

• Escalated unresolved issues to higher-level teams with detailed documentation.

• Delivered personalized support to improve customer experience

• Acted as the first point of contact for customer queries via chat, email, and calls.

• Provided personalized assistance and escalated complex issues when necessary.

• Collaborated with cross-functional teams to ensure smooth resolution of customer concerns.

• Collected customer feedback and reported insights to improve processes.

• Maintained high levels of empathy, professionalism, and communication in every interaction.