Customer Support Executive - Kohler India Pvt Ltd - Pune
(2025-01)
- Handle Inquiries: Answer inbound/outbound customer inquiries via email, voice, chat (and other media) by diagnosing product issues and taking appropriate actions.
- Ticket Assignment: Use technology (software like Sales Force, SAP) to assign requests / tickets to the relevant field team for resolution.
- Procedure Implementation: Assist in implementing procedures to maximize uptime on email, phone coverage.
- Customer Communication: Update customers via phone about the status of their complaints and seek exact impact details to convey to the resolution team.
- Complaint Management: Open service calls, follow up with the field team and other internal departments for resolution, and ensure customer complaints are addressed.
- Escalation: Escalate unresolved issues according to the escalation matrix and ensure timely resolution.
- Technical Understanding: Read and understand technical publications, diagrams, and specification documents.
- Upselling: Promote Kohler products and accessories as appropriate.
Account Manager - STARTEK PVT. LTD. - Kolkata
(2019-04 - 2024-11)
- Managed product cataloguing, pricing, and inventory for sellers.
- Boosted seller visibility by 20% and coordinated with other teams
- Created advertising campaigns and promotional activities to enhance seller visibility
- Resolved technical and logistic issues, ensuring SLA compliance.
- Analysed market trends and competitor pricing to improve seller profitability.
- Prepared and presented weekly performance reports to sellers.
Customer Support Executive - AMAZON INDIA PUNE - Pune
(2017-03 - 2019-04)
- Handled high call volumes to assist customers with delivery and product inquiries
- Resolved account-related issues and login problems for customers
- Actively participated in team-building activities and trained new joiners.
- Received the 'Master Blaster Award' for exemplary customer support during 2018's peak season.
- Resolved 95% of tickets within SLA.
Data Validation Specialist - LOFT BPO - Pune, India
(2015-06 - 2017-01)
- Review Integrity (Yelp): Validated the authenticity of user-generated reviews for US-based businesses, ensuring compliance with platform content guidelines and quality standards.
- Data Verification: Conducted rigorous validation of customer and business data using online platforms, including Facebook and proprietary databases, to maintain high database accuracy.
- Discrepancy Resolution: Directly contacted North American clients and customers to resolve conflicting information, maintaining a professional and clear communication style across time zones.
- Business Intelligence: Audited US business listings to verify operational hours, location data, and service categories, improving the reliability of local search results.
- Quality Assurance: Performed systematic checks on high-volume datasets to identify and correct inaccuracies, consistently meeting strict daily production and accuracy quotas.
