Duties & Responsibilities:

• Respond to Customer / Employee queries promptly and accurately, email or chat as guided.
• Identify Customer / Employee needs and help Customer / Employee use specific features.
• Analyze & report the issues and problems raised by the client / Employee to the supervisor.
• Update our internal databases (SAP) with information about the issues and valuable discussions with Customers / Employees.
• Monitor Customer / Employee complaints on social media and reach out to provide assistance
• Follow up with Customers / Employees to ensure their issues are resolved.
• Gather Customer / Employee feedback and share it with the supervisor.
• Act as point of contact for complaints and escalate issues as appropriate.
• Collaborate with internal teams (e.g. Business Development, Recruitment, operations, Finance, etc.) to address customers’ needs.
• Compile reports on overall customer satisfaction.
• Other tasks as assigned by Manager / Supervisor.
• Study all the emails to gauge the issues and concerns of clients and employees.
• Follow up on the tickets via emails and by communicating to the ticket assignee.
• Maintain proper filing for all the tickets.
• Share reports daily or as and when required of all the tickets.

Qualification:

• Degree or diploma in a relevant field
• Minimum one (1) year of experience as a customer service representative.
• Prefer Experience in Mail&Chat.
• Very Good to Excellent communication skills in English.