About this role
Duties and Responsibilities:
Performing POD validation and related tasks
Assist in maintaining trackers
Processing order validation requests from customer support team or other departments and other related tasks
Assist in gathering data for escalation review
Conduct basic investigation through internal systems to assist in resolving customer issues
Escalate complex, urgent, critical issues that require other department's help to relevant teams
Reach out to customers to provide updates regarding complaints follow - ups, and or validation, or gather additional information as needed
Follow communication procedures, guidelines and policies
Provide accurate, valid and complete information by using the right methods/tools
Other tasks may be assigned by the Assistant Team Lead, Team Lead, Customer Support Manager and Head of Customer Service.
Qualifications:
Skills in using ticketing systems is a plus
Familiar with using MS Excel, PPT or equivalent Google programs (GSlides, GSheets) but not required
Strong phone contact handling skills and active listening
Can generate creative solutions
Can work well under pressure
Must be a team-player
Must be adaptable to change according to business needs
Willing to work on shifting schedules