Customer Support Executive / Subject Matter Expert (SME) - Ojas Softech – AstroSage (2022-08 - 2026-04)
Managed live chat, inbound/outbound calls, and email support for a diverse domestic and international customer base.
- Handled complex customer escalations, ensuring rapid issue resolution and maintaining high customer satisfaction rates.
- Monitored live chat operations, acting as a Subject Matter Expert to mentor, guide, and provide actionable feedback to team members.
- Collaborated with internal departments to streamline order updates, resolve service issues, and implement process improvements.
- Addressed and resolved critical customer inquiries regarding subscriptions, payment processing, refunds, and technical service disruptions.
- Leveraged Tawk.to CRM and proprietary internal tools to efficiently manage, track, and document customer interactions.
- Managed payments on gateways: Razorpay, CCAvenue, and Paytm.
- Generated daily operational reports, shift updates, and performance trackers using MS Excel, and created data-driven presentations in MS PowerPoint.
- Maintained stringent service quality standards and seamless team coordination within a high-volume, fast-paced environment.
