Op 2 - Community Engagement

Required Skills & Qualifications

• 2 to 4 years of experience in email support processes within a BPO or similar setup.
  

• Excellent written English with strong grammar, tone, and adaptability to different customer contexts.
  

• Proven experience in performance monitoring, reporting, and driving process improvements.
  

• Proficient in using email/ticketing platforms such as Zendesk, Freshdesk, Salesforce, and Outlook.
  

• Skilled in MS Excel, Google Sheets, and handling reporting dashboards.
  

• Ability to handle high email volumes while maintaining response quality and accuracy.
  

• Strong analytical, problem-solving, and leadership capabilities.
  

• Willingness to work in rotational shifts, including weekends or holidays when required.
  

Preferred Qualifications (Optional)

• Exposure to process improvement frameworks like Lean or Six Sigma.
  

• Sound knowledge of customer service best practices and SLA adherence.
  

• Experience handling international support processes or high-priority accounts.
  

• Familiarity with automation tools (e.g., macros, auto-responders, AI-based email routing).
  

• Understanding of key KPIs such as First Response Time (FRT), Customer Satisfaction (CSAT), and Resolution Time, and their impact on support quality.