Email Customer Support Representative

About the job Email Customer Support Representative

JOB PURPOSE

• Abide house rules being implemented by the account and the company.
• Know and understand the KPIs and how they are being rated.
• Attendance and Punctuality (with respect to shifting schedules of the account).
• Task Completion (Email, Live Chat and Inbound calls). Each rep has their assigned daily tasks for both shifts. Target is set for all QA as well.
• Sending of EOD reports (Internal).
• Target of tenure reps is 11 task per hour (TPH). For nesting period, it should be at atleast 5 tph for the given time.
• Quality parameters must be strictly followed all the time. Benchmark is 95%.

EMAIL:

• Checking if there are over 24 hour emails (assigned reps per shift).
• Daily Checklist of Email folders (designated reps for AM and PM).
• Sending product query emails or complicated emails to s...