Human Resource Manager at GroMo (Vitrak Fintech Pvt Ltd)
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GroMo - Customer Support Role (2-4 yrs)
General Duties & Responsibilities
- Provides customer support by phone, email or instant message to business customers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to proper Product Support department.
- Processes a high volume of customer inquiries and services and resolves a targeted percentage of those inquiries.
- Troubleshoots customer problems, identifies the root cause of the problem and uses tools and resources appropriately to determine how to resolve customer problems.
- When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.
- Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
- Updates customer information and ensures accurate entry of contact information.
- Meets standards of job, such as quality standards, adherence to schedule and average handle time.
- May provide guidance and/or mentoring to less experienced associates.
- Other related duties assigned as needed.
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