Jun Moni Baruah

Seeking innovative and challenging career in a growing organization which gives me an opportunity to utilize my skills & knowledge and provides me an opportunity for career growth.

Assistant Manager – Customer Support (Chat Calls & Email) - Exemplarr Worldwide Limited - Chennai, Hyderabad, United States, New Zealand, Portugal, Netherlands

(2021-01)

IT, ITES, and software Developers to specialized outsourcing services such as BPO, KPO, and RPO. It also embraces digital platforms including e‑publishing, e‑learning, and digital marketing, along with architectural visualization and marine infrastructure projects. Beyond technology, the scope extends to real estate, engineering, procurement and construction (EPC).

• Engaging with customers through chat platforms professionally and courteously.
• Responding to customer inquiries, provide product information, and address concerns promptly and effectively.
• Demonstrating exceptional communication skills in English, both written and verbal.
• Ensuring clarity, empathy, and accuracy in all written communication with customers.
• Acquiring and maintaining a thorough understanding of company's products and services.
• Staying updated on product features, specifications, and promotions to provide accurate information to customers.
• Identifying and resolve customer issues and concerns promptly.
• Escalating complex issues to the appropriate department for timely resolution.
• Working collaboratively with team members to achieve common goals.
• Participating in training sessions and team meetings to enhance skills and product knowledge.
• Maintaining accurate and detailed records of customer interactions and transactions.
• Following company guidelines for documentation and data entry.
• Adhering to company policies and procedures while ensuring compliance with industry standards.
• Upholding confidentiality and security measures related to customer information.

Senior Executive – Customer Support (Chat & Email) - Golden Gate Builders and Real Estates Pvt Ltd - Hyderabad, Bengaluru, Chennai, Kerala

(2017-01 - 2020-12)

The business portfolio spans real estate development, construction, and manufacturing, complemented by strong presence in hospitality through hotels and resorts. It also extends into education with schools and colleges, retail operations, and facilities management services. In addition, the company engages in financial services and co‑working office space leasing and rentals.

• Responding to customer complaints/issues received on calls/emails and provide effective resolution.
• Handling escalations at level 1 and ensure that the complaint gets resolved rather than getting further escalated.
• Seeking advice and escalate the issue to relevant teams.
• Co-ordinating and follow up with support teams for resolution of customer complaints.
• Ensuring that customers do not have to approach senior management for resolution of issues.
• Maintaining TAT of commitments given to customer.
• Escalating the issue to higher ups whenever required.
• Maintaining the data of escalations which will be required for training need and analysis for the teams. This data will also be used to analyze the current processes and future process.
• Accountable for enhancing customer experience through continuous improvements.
• Suggesting process improvements.

Assistant – Customer Support (Chat & Email) - MARG Logistics Private Limited - Chennai, Mumbai, Kolkata, Hyderabad, Ahmedabad, Bengaluru, Singapore

(2013-01 - 2016-12)

The business scope covers logistics, warehousing, and cargo management, integrated with manufacturing and retail operations. It extends into consumer services through restaurants, malls, and hotels, while also embracing education with schools, colleges and entertainment industry sectors.

• Managing customer service inquiries through chats and emails.
• Identifying and assessing customers' needs to achieve satisfaction.
• Providing accurate, valid and complete information by using the right methods/tools.
• Handling customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keeping records of customer interactions and file documents.
• Following procedures, guidelines and policies.
• Taking the extra mile to engage customers.
• Familiarity with CRM systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.

Bachelor of Arts - English - Krishna Kanta Handiqui State Open University (2009-01 - 2012-12)

Diploma/Certificate Course - Computer Science - New NetLine Education Division (2005-01 - 2006-12)

Standard XII - Humanities - Kendriya Vidyalaya AFS Halwara, Punjab (2004-01 - 2005-12)

Standard X - General - Kendriya Vidyalaya AFS Dibrugarh, Assam (2001-01 - 2002-12)