Babul Hajong

SAS · Ahmedabad, Gujarat, India

I commenced my career as an educator at a private school, instructing mathematics and science to students in grades VII to X. Subsequently, I transitioned into the corporate sector as a Customer Service Representative, starting with assisting customers for an e-commerce platform, where I initially handled domestic inquiries and then transitioned to serve international clients from the UK, Netherlands, Poland, Australia, USA, New Zealand, and Canada. I adeptly managed a spectrum of issues related to order fulfillment, including handling escalations. My responsibilities extended to weekly updates to New Zealand clients via Zoom and team calls. I also served UK customers in the telecom sector, engaging in live chats, managing concurrent interactions, and utilizing emails and phone calls for customer communication. In my most recent role as a Support Associate in an IT company, I excel at providing assistance to clients by employing logical troubleshooting methodologies. This entails diagnosing issues, resolving them, or escalating identified bugs to our development team.

Experience

Support

Grubbrr HR · Feb 2024 – Present

Not yet confirmed

• As a SAAS Associate at GRUBBRR, I provides technical assistance to clients who utilized self-ordering kiosks in restaurants across the US and Canada.
• These kiosks operated either as standalone systems or were integrated with clients' POS systems, allowing for smoother order management.
• My primary responsibilities involved customizing menus based on client needs, ensuring that the product listings, prices, and modifiers were correctly reflected on the kiosks.
• I regularly troubleshot a variety of technical issues, from system errors and software bugs to integration and connectivity challenges.
• To effectively diagnose problems, I often reviewed system logs, JSON, and XML files, which helped me resolve issues quickly and maintain system performance.
• In collaboration with Customer Success Managers (CSMs), I tailored solutions for each client, ensuring their specific requirements were met.
• When faced with more complex issues, I escalate them to the QA and Development teams, ensuring thorough communication and prompt resolution.
• I managed all client interactions and tickets through Salesforce, adhering to strict service-level agreements (SLAs) and maintaining timely responses and follow-ups.

Customer Support Associate

Asite · Jun 2023 – Feb 2024

Not yet confirmed

• Assisted clients from the Middle East, UK, and USA with software designed for managing documentation in the construction industry.
• Logged and tracked client requests as tickets in JIRA, and Salesforce, ensuring proper documentation and follow-ups.
• Communicated with clients via calls, MS Teams, and Zoom to address their concerns and provide real-time support.
• Troubleshot software issues, identified bugs, and escalated unresolved problems to the development team for further analysis.
• Provided solutions to streamline client workflows, resolving issues with a focus on logical reasoning and problem-solving.
• Ensured client satisfaction by delivering timely and effective resolutions to technical and operational challenges

Z

Customer Delight Ninja

ZURU · Feb 2021 – Jun 2023

Not yet confirmed

• I worked across multiple brand portfolios, where my primary role involves providing customer assistance to individuals located in the UK, USA, New Zealand, Canada, Australia, and South Africa.
• I engage with customers through instant messaging and email communication channels, ensuring prompt and effective resolution of their inquiries.
• Furthermore, I actively participate in weekly meetings via Microsoft Teams, where I collaborate with our international clients, with a particular focus on our New Zealand-based clientele.
• This coordination is integral to maintaining strong client relationships and ensuring the smooth flow of business operations.