• Receive and log customer queries from multiple channels (email, system tickets, chat).

• Categorize queries accurately (billing, shipment status, documentation, service issues, etc.).

• Acknowledge customer queries within defined service timelines.

• Provide standard responses for routine queries using approved templates and guidelines.

• Track query status and follow up with internal stakeholders (operations, billing, sales).

• Escalate complex or unresolved cases to senior team members.

• Update systems with accurate resolution details and closure notes.

• Ensure responses follow company service standards and tone guidelines.

• Assist in documenting FAQs, standard operating procedures (SOPs), and response templates.

• Maintain query logs and dashboards in Excel or internal systems.

• Analyze common query trends and recurring issues.

• Support preparation of weekly/monthly reports on query volumes and turnaround times.

• University Degree or equivalent by experience.

• Well verse with Microsoft Excel and SAP.

• Good communication in English: Oral and Written.

• Ability to analyze with logical thinking process.

• Attention to details and able to meet tight deadline.

• Engage, communicate and build network with the AR, Billing, BPO teams.

• Customer oriented.

• Process oriented and able to work under pressure.

• Team Player and highly collaborative.