Job Description

Job Purpose:

To provide prompt, efficient, and high-quality support to internal and external customers by resolving queries, issues, and requests in a professional manner, ensuring customer satisfaction and smooth business operations.

Key Responsibilities:

Handle customer queries via email, phone, or support portal and provide timely solutions.
Log, track, and escalate issues as required, ensuring resolution within agreed timelines (SLAs).
Coordinate with internal departments such as Sales, operations, Logistics for faster issue resolution.
Assist in order processing, invoice generation, and follow-ups, if required.
Document issues, solutions, and best practices to maintain knowledge base records.
Support internal team members with SAP/system entries, data updates, and reporting.
Monitor pending cases and follow up proactively until closure.
Maintain a customer-first approach in all interactions.
Provide post-resolution follow-up to ensure customer satisfaction.

Key Skills & Competencies:

Strong communication (written & verbal) and interpersonal skills.
Good problem-solving abilities and attention to detail.
Basic knowledge of Excel.
Team player with a willingness to learn and adapt.