E-Support Officer
IntouchCX - Hyderabad
Hyderabad
07.2021 - 10.2023
- Coached employees through day-to-day work and complex problems
- Monitored employee and customer interactions to assess quality of service
- Prepared reports to assist business leaders with key decision making and strategic operational planning
- Assessed personnel performance and implemented incentives and team-building events to boost morale
- Provide excellent customer service to improve business performance through chats, email & calls
- Greet, address and thank customers in friendly and professional manner
- Understand customer queries so as to provide appropriate clarifications and solutions
- Route and direct customer requests to appropriate personnel
- Contribute ideas to resolve customer problems to improve productivity on both Windows and Mac operating systems
- Work within various teams to ensure outstanding customer service
- Maintain broad knowledge of customer products and services
- Participate in meetings and activities held to improve customer satisfaction and business performance
- Deliver prompt and professional solutions for customer inquires via phone
- Maintain and update customer documentation as needed
- Assist in the formulation of targets for individual and team
- Answer questions from the team and provide guidance and feedback
- Anticipate escalation and take over calls/chats when needed
- Devise ways to optimize procedures and keep the team motivated
