Customer Service Associate III

Hyderabad - India

Monthly Salary: Not Disclosed

Posted on: 5 days ago

Vacancies: 1 Vacancy

Job Summary

Overview:

TekWissen is a global workforce management provider that offers strategic talent solutions to our clients throughout India and world-wide. Our client is a company operating a marketplace for consumers sellers and content creators. It offers merchandise and content purchased for resale from vendors and those offered by thirdparty sellers.

Job Title: Customer Service Associate III
Location: Hyderabad
Job Type: Contract
Duration: 8 Months
Work Type: Onsite

Job Description:

The Top Key responsibilities:

Review Incoming Cases - Monitor and review open cases and complex customer inquiries as they are received in the queue
Triage and Route Cases - Assess case complexity and urgency then route cases to the appropriate resolution teams or escalation paths when needed
Respond to Customers - Directly respond to customer inquiries with accurate resolutions following established SOPs and case handling guidelines
Resolve Complex Cases - Handle escalated or complex cases that require additional research judgment or cross-functional coordination.
Independently reach out to the SMEs to coordinate the resolution
Document Case Actions - Maintain accurate case notes resolution details and routing decisions for quality tracking and continuous improvement

Leadership Principles:

Customer Obsession Ownership Deliver Results

Mandatory Requirements:

4 years customer service or case management experience / Typical escalation management
Strong written communication skills for customer-facing responses with excellent communication skills
Ability to quickly assess case complexity and make routing decisions
Experience working in high-volume fast-paced environments
Attention to detail and commitment to quality outcomes
Comfortable working independently with minimal supervision

Desired Skills:

Experience with case management systems or ticketing platforms
Background in operations or logistics environments
Familiarity with SOP-driven resolution processes
Problem-solving skills for non-standard cases
Re-open rate of cases
Customer satisfaction ratings

Education or Certification:

Any bachelors degree

TekWissen Group is an equal opportunity employer supporting workforce diversity.

Overview: TekWissen is a global workforce management provider that offers strategic talent solutions to our clients throughout India and world-wide. Our client is a company operating a marketplace for consumers sellers and content creators. It offers merchandise and content purchased for resale fro...