Helpdesk Agent

As a Helpdesk Executive, you will be responsible for delivering top-notch customer service in a 24/7 operational environment. You will work on a rotational shift schedule, including weekends, in an office setting. Your role will include managing customer queries via tickets, emails, and chats, handling escalations and complaints, and ensuring a high level of customer satisfaction. You will work closely with internal stakeholders and contribute to maintaining high performance metrics such as ticket resolution time, chat handling, and customer satisfaction scores.

• Customer Interactions: You will be the first point of contact for customers, responding to their inquiries through various channels like tickets, email, and chat.
• Issue Resolution: Handle and resolve customer complaints or escalations in a professional and timely manner.
• Collaboration: Work with internal teams to resolve issues and ensure customer needs are met.
• Task Management: Manage multiple priorities effectively, ensuring that tasks are completed within deadlines.
• Performance Metrics: Consistently meet or exceed service level agreements (SLAs), customer satisfaction scores, and other performance indicators.
• Learning and Adaptation: Stay up to date with new tools, technologies, and process changes, and adapt quickly to these changes.

• Educational Qualification: Must be a graduate.
• Experience in Helpdesk/Customer Service: Prior experience in a helpdesk or customer service role is highly preferred.
• Multi-tasking: Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
• Interpersonal Skills: Strong interpersonal skills and a team-player mindset are crucial for successful collaboration.
• Self-motivation: Ability to work independently, manage time effectively, and meet deadlines without requiring constant supervision.
• Positive Attitude: A professional and solution-oriented approach to all customer interactions.