Job Description

Key Responsibilities:

• Manage Service India Helpdesk (email & IVR), ensuring timely acknowledgement, logging, and SLA‑driven resolution of customer queries.
• Act as the single point of contact, coordinating with internal teams to drive timely issue resolution.
• Proactively prevent and manage escalations through clear communication and follow‑ups.
• Identify potential sales leads during interactions and route them to the Sales team.
• Maintain accurate documentation and share periodic reports on query volumes, SLAs, and escalation trends.

Key Requirements:

• Bachelor’s or Master’s degree in any discipline.
• Strong verbal and written communication skills.
• High ownership and accountability mindset.
• Ability to manage multiple queries simultaneously with attention to detail.
• Effective coordination and follow‑up skills across teams.
• Calm, professional approach when handling challenging or escalated customers.