Abdul Gafoor

About Abdul Gafoor

As a Customer Support Associate, I am responsible for delivering exceptional service and providing timely solutions to customer inquiries across multiple communication channels, including phone, email, and live chat. I am dedicated to fostering positive relationships with customers by listening attentively, understanding their needs, and offering personalized resolutions. I take pride in ensuring a seamless and positive customer experience while handling a wide variety of queries and troubleshooting issues efficiently.What i do in this role :Answering inbound customer calls and responding to emails and live chats with professionalism and efficiency.Resolving customer concerns by providing accurate, detailed, and actionable solutions to their issues.Building rapport with customers through empathetic communication and a focus on their satisfaction.Utilizing CRM systems like Salesforce and Zendesk to track customer interactions, manage tickets, and follow up on unresolved issues.Troubleshooting technical problems, providing step-by-step guidance, and escalating complex issues to higher support levels when necessary.Working collaboratively with cross-functional teams to improve processes and enhance customer service standards.Continuously learning and staying updated on product changes to provide the best support possible.

Experience

1. Customer Support Associate

   Sutherland

   May 2024 — Present · Kochi, IN

   Delivered high-quality customer service by answering inbound calls, responding to emails, and assisting customers via live chat- Effectively handled customer inquiries, providing accurate information and resolving issues in a timely manner- Built strong relationships with customers by offering empathetic, attentive, and personalized support- Utilized CRM tools like Salesforce and Zendesk to track, manage, and resolve customer service tickets- Troubleshot and guided customers through technical issues, ensuring quick and efficient resolution of problems- Collaborated with cross-functional teams to escalate and resolve complex issues, ensuring customer satisfaction- Maintained customer records and ensured accurate data entry for future reference and follow-up- Identified opportunities to improve service quality and contributed suggestions to management for process improvements- Monitored and tracked service metrics such as response times, resolution rates, and customer satisfaction scores to meet team goals- Provided feedback to management on customer trends and recurring issues, aiding in product improvements and updates- Educated customers on product features, updates, and troubleshooting tips to prevent future issues- Remained adaptable and professional while managing high-volume support tickets and fluctuating workloads.

Education

• Bharathiar University

  Bachelor of Computer Application

  2017 — 2020