Customer Service Associate Job in Gurgaon at Fusion

Fusion is hiring for the role of Customer Service Associate!

Responsibilities of the Candidate:

• Manage transactional intent queues related to order services, scheduling, status updates, and customer account or order inquiries.
• Work toward defined performance metrics while maintaining high-quality standards; coordinate with internal or client departments when necessary.
• Monitor and respond to email and chat inquiries promptly and accurately.
• Handle inbound and outbound calls to resolve issues or route customers to the appropriate service delivery teams.
• Identify, assess, and summarize the root causes of order delays or inquiries, and escalate to the appropriate resolution owner.
• Act with urgency and ensure policy compliance while resolving order constraints that may affect timely customer delivery.
• Provide comprehensive resolution management, ensuring that all customer issues are addressed and closed effectively.
• Contribute to closed-loop feedback processes aimed at improving customer engagement across product, service delivery, technology, and operations functions.
• Escalate cases or inquiries to higher-tier support teams when issues fall outside Tier 1 scope.

Requirements:

• 0–2 years of experience in a call center or customer service role (preferably in the telecom industry).
• Strong command of English with excellent written and verbal communication skills.
• Capable of conducting initial triage of customer requests to resolve order-related questions and inquiries.
• Comfortable interacting with U.S.-based customers via phone, email, and online chat.
• Able to remain composed and supportive in high-pressure or challenging situations.
• Proven ability to listen attentively, gather relevant order or inquiry information, build rapport, and respond professionally and empathetically.
• Competent in computer usage, with effective command of Microsoft Office tools.