Customer Contact Comms Associate-Messaging
On-sitePune, Maharashtra, India
Job Summary
Manage Tier 1 customer support services by handling inbound interactions via email, chat, web tickets, and social media while ensuring strict adherence to client SLAs, quality standards, and GDPR data protection regulations. Document all cases accurately in approved case management tools, perform first-contact resolution using approved scripts and knowledge articles, and verify customer authentication per client requirements. Escalate unresolved queries through the defined escalation model and support outbound follow-ups where required. Meet productivity and quality targets including response times and resolution metrics within a shift-based delivery environment. This role operates within client-defined service windows, which may include rotational shifts, weekends, and public holidays.
Required Qualifications
- 1 to 3 years of experience
- Strong Customer Operations delivery mindset, with emphasis on accuracy and compliance
- Experience handling high-volume customer interactions across multiple channels
- Working knowledge of CRM systems, case management platforms, and knowledge repositories
- Effective verbal and written communication skills, aligned to scripted and semi-scripted environments
- Ability to follow defined workflows, SOPs, and escalation paths consistently
- Understanding of SLA, KPI, and QA frameworks used in managed services delivery
- High attention to detail when documenting customer interactions and case outcomes
- Team-oriented approach, with openness to coaching, quality calibration, and continuous improvement
- Basic proficiency in standard desktop and business applications
- Fluent proficiency (spoken and written) in the designated client service language (English)
- Working proficiency in English for internal communication, documentation, and training
- Flexibility to work in a shift-based, client-aligned delivery model
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