At eClerx Services Ltd., I handled customer queries and concerns through chat, providing accurate and timely resolutions while maintaining service quality.
I maintained CSAT, NPS, CPR, and GSR in line with business expectations, and worked toward individual and team KPIs.
I managed complaints and escalations, focusing on timely resolutions and customer satisfaction. I also analyzed customer interactions and feedback to identify recurring issues and opportunities for service improvement.
I supported sales-related customer interactions and contributed toward maintaining Gross Sale Rate (GSR).
