Role Overview
As an Associate in Account Management, you will act as the main liaison for business clients, delivering support across multiple channels including phone, email, and live chat. Your primary responsibility is to ensure every customer interaction is handled professionally, efficiently, and in alignment with established service standards.
Key Responsibilities
- Serve as the first point of contact for B2B clients, managing inquiries and resolving issues via voice, email, and chat platforms
- Deliver accurate and timely responses while adhering to defined service-level agreements
- Take end-to-end ownership of customer engagements, applying proactive solutions to meet their needs
- Approach sensitive situations with empathy and professionalism, consistently reflecting a positive brand image
- Document all customer interactions and update records with precision in internal systems
- Meet performance benchmarks related to quality, productivity, attendance, and first-contact resolution rates
- Identify recurring issues and contribute feedback to help improve support processes
Qualifications and Requirements
- Availability to work rotational shifts, including day and night schedules
- Commitment to a 5-day workweek with two rotational off-days
- Prior experience in multi-channel customer support environments
- Strong focus on customer service with demonstrated problem-solving ability
- Proficiency in maintaining accurate documentation within digital systems
- Consistent track record of meeting or exceeding performance metrics
Work Environment
This is an onsite position located at a dedicated facility in Manikonda, Hyderabad. The schedule follows a rotational shift pattern, with five working days and two off-days that rotate based on operational needs. The workspace is designed to support focused, high-quality customer engagement with the necessary tools and infrastructure.
