Job Title: Advanced Associate, Customer Service

Description: In this role, You will be is responsible for managing day-to-day service delivery, ensuring customer satisfaction, and supporting internal teams by streamlining processes. This role aligns to industry titles such as Customer Service Operations Executive, Customer Service Operations support administrator, or Customer Service specialist.

The Role: 

The role focuses on resolving customer queries, overseeing service workflows, coordinating with cross-functional teams, and ensuring service excellence.

Key Responsibilities

1. Customer Support & Issue Resolution

Act as the primary point of contact for customer inquiries, escalations, and service-related requests.Ensure timely and accurate resolution of customer issues through email, phone, and ticketing systems.Maintain high levels of customer satisfaction through proactive communication and follow-up.

2. Service Operations & Process Management

Manage daily customer service operations and monitor SLAs, TAT, and process compliance.Coordinate with internal teams (product, sales, technical support, billing) to ensure smooth service delivery.Identify gaps or recurring issues and propose process improvements.

3. Reporting & Documentation

Maintain service logs, ticketing dashboards, and customer interaction records.Prepare daily/weekly/monthly reports on service metrics, escalations, and performance indicators.Track trends in customer feedback and share actionable insights with management.

4. Customer Relationship Management

Build and maintain strong relationships with key customers.Conduct follow-up calls or reviews to ensure ongoing customer satisfaction.Support onboarding and training for new clients when required.

5. Quality & Compliance

Ensure adherence to service standards, quality guidelines, and internal policies.Participate in audits and assist in improving quality metrics.Support implementation of customer service SOPs and best practices.

 

Skills & Competencies Required

Strong communication skills (written and verbal).Excellent customer-handling and problem-solving abilities.Good knowledge of CRM/ticketing systems (Freshdesk, Zendesk, Salesforce, etc.).Ability to multitask and manage high-volume customer interactions.Strong analytical skills with proficiency in MS Excel and reporting.Ability to work collaboratively with cross-functional teams.High attention to detail, patience, and a service-oriented mindset.

 

Qualifications

Bachelor’s degree in any discipline.1–4 years of experience in customer service, operations, or support roles.Experience in a fast-paced service environment is preferred.

 

Preferred Attributes

Experience in service operations, client coordination, or B2B customer management.Ability to handle escalations professionally.Positive attitude and willingness to learn and improve process

 

Ready to make an impact?

Apply now and help shape what's next