Helpdesk Associate – Customer Support
1. Role & Reporting
Role Title: Helpdesk Associate – Customer Support
Department: Customer Experience (CX) / Operations
Reports To (Primary):
CX Lead / CX Manager
Works Closely With:
Operations Manager (order status, pickup issues, reschedules)
Vendor SLA & Quality Associate (vendor behaviour / SLA complaints)
Area & Serviceability Manager (serviceable / non-serviceable pincode issues)
Pricing & Buyback Manager (price-related escalations in special cases)
In-House Pickup Associates & External Vendors (coordination & updates)
Data Analyst (for CX dashboards & ticket trends)
CRM / Lifecycle Specialist (for common queries & automation opportunities)
2. Role Purpose
Handle customer queries and problems over calls and emails and:
Resolve maximum issues at first contact
Raise and manage tickets for escalations and big issues
Keep customers informed, updated and confident about their orders, pickups and payouts.
In simple words: Be the first line of support for customers, and the bridge between customers and internal teams.
3. Key Result Areas (KRAs)
KRA 1 – Call & Email Query Handling
Answer inbound calls/emails, understand issues clearly, and give correct, polite responses using available tools and SOPs.
KRA 2 – Ticket Creation, Escalation & Follow-Through
Create tickets for issues that need Operations, Vendor, Pricing, Tech or Management support and follow them until closure, updating the customer.
KRA 3 – Customer Communication & Experience
Maintain a professional, friendly tone, set correct expectations, and ensure customers are regularly updated on pending issues.
KRA 4 – Data & Tagging Quality (Reasons, Status, Notes)
Log accurate dispositions, reasons, notes and tags in the system so that other teams can trust the data and act correctly.
KRA 5 – Feedback & Insights to CX / Ops
Share repeating issues, common complaints and process gaps with CX / Operations so that SOPs and systems can be improved.
4. KPIs (Mapped to KRAs)
No. 1 – First Contact Resolution (FCR)
Description:
% of customer queries that are fully resolved in the first interaction (call or email) without needing a ticket or callback.
Formula:
FCR % =
Queries resolved in first contact ÷ Total queries handled × 100
Target:
High and improving (exact % to be defined by CX).
Data Source:
Call/email logs, ticket system.
Review Frequency:
Weekly / Monthly.
Linked KRAs:
KRA 1, KRA 3.
No. 2 – Average Response & Resolution Time
Description:
Speed of answering and resolving customer queries.
Metrics:
Average response time for emails
Average time to resolve tickets created by Helpdesk
Target:
Targets defined per channel (e.g., all emails acknowledged within X hours; most tickets closed within Y working hours/days).
Data Source:
Mail inbox metrics, ticketing system.
Review Frequency:
Weekly / Monthly.
Linked KRAs:
KRA 1, KRA 2, KRA 3.
No. 3 – Ticket Quality & Follow-Up Rate
Description:
How well tickets are created and managed.
Metrics (examples):
% of tickets with complete fields (proper category, reason, notes, order ID, contact, etc.)
% of open tickets that have a recent update / follow-up within SLA
% of tickets closed with customer confirmation (where applicable)
Target:
High-quality tickets and minimal stale/no-update tickets.
Data Source:
Ticketing system / CX tool.
Review Frequency:
Weekly / Monthly.
Linked KRAs:
KRA 2, KRA 4.
No. 4 – Customer Satisfaction / CSAT (Where Measured)
Description:
How customers rate their experience with support.
Metrics:
CSAT score (1–5 or yes/no) from post-interaction surveys
% of “Good/Happy” responses vs “Bad/Unhappy”
Target:
≥ 4/5 average (or equivalent positive %).
Data Source:
CSAT survey tool, follow-up messages.
Review Frequency:
Monthly / Quarterly.
Linked KRAs:
KRA 3.
No. 5 – Logging Accuracy (Reasons, Dispositions, Notes)
Description:
How accurately the Helpdesk Associate tags calls/emails with correct reasons and dispositions.
Signals:
Audit results (sample check of calls/emails vs logged reasons)
Number of times tickets are sent back due to missing/wrong information
Target:
Very low error rate; high-quality notes that others can understand.
Data Source:
Quality audits, CX Manager review.
Review Frequency:
Monthly.
Linked KRAs:
KRA 4.
No. 6 – Escalation Handling & Handover Quality
Description:
How smoothly issues are passed to other teams when needed.
Metrics:
% of escalated tickets that don’t require the other team to chase for more info
Feedback from Ops / SLA / Area / Tech that escalations are clear & actionable
Target:
High satisfaction from internal teams on clarity of escalations.
Data Source:
Internal feedback, ticket audit.
Review Frequency:
Monthly.
Linked KRAs:
KRA 2, KRA 5.
5. Core Processes / SOPs Owned
The Helpdesk Associate is owner / co-owner for these SOPs:
Call & Email Handling SOP
How to greet, verify, listen and confirm the issue
Script blocks for:
Order status queries
Pickup and payout queries
Price and offer-related questions
Basic troubleshooting (documents, OTP, app issues)
How to close the call:
Confirm resolution
Summarise next steps
Set expectations (timelines).
Ticket Creation & Escalation SOP
When to create a ticket vs resolve directly.
How to:
Choose correct category and sub-category
Add clear, short notes (what customer said + what was checked + what is needed)
Attach screenshots or recordings when required.
Escalation mapping:
Which issues go to Operations
Which go to SLA & Quality
Which go to Area & Serviceability
Which go to Pricing / Tech.
Follow-Up & Closure SOP
How often to follow up on open tickets.
How to coordinate with other teams:
Requesting updates
Pushing for resolution if SLA is breached.
How to close a ticket:
Confirm with the customer (where required)
Update status and final notes.
Complaint & Escalation Prioritisation SOP
Priority rules:
Safety or fraud-related
High-value orders
Long pending pickups
Payout delay complaints.
When and how to escalate directly to CX Manager / Operations Manager.
Knowledge Base & Template Usage SOP
Using and updating:
FAQ docs
Standard responses/templates for email & chat
How to flag:
New issues that aren’t covered in current SOPs
Frequently asked questions that need better templates or automation.
Feedback Loop SOP
How Helpdesk shares patterns with CX/Operations:
Common questions customers ask
Repeated pain-points (status confusion, price confusion, pickup experience, etc.)
How this feedback is logged (sheet / tool) for:
Product / Tech improvements
CRM & automation flows
FAQ / website/app content updates.
6. Weekly & Monthly Reporting
Weekly – “Helpdesk & Customer Queries Snapshot”
To:
CX Lead / CX Manager
Operations Manager
Vendor SLA & Quality Associate (for vendor-related complaints)
Area & Serviceability Manager (for serviceability issues)
Data Analyst (for CX trend dashboards)
Format:
Short summary (Slack / Email / Doc) + basic tables.
Includes:
Volume Overview:
Number of calls & emails handled
Top 3–5 query categories by volume.
Resolution Overview:
FCR % (where measured)
Number of tickets created, closed, and still open.
Escalations & Issues:
Key escalation types and which team they were sent to.
Any serious or repeated complaints worth immediate attention.
Trends / Feedback:
Repeating customer complaints or confusion (e.g., about status, app, pricing).
Next Week Focus:
Areas where Helpdesk will pay extra attention or needs support (updated scripts, new FAQs, clarifications, etc.).
Monthly – “CX Helpdesk Section in Monthly Review”
To:
CEO (high-level), CX Manager, Operations Head, Vendor SLA & Quality, Area & Serviceability, Tech, Marketing (if issues affect messaging).
Format:
Slides / Doc with charts and summary bullets.
Includes:
Overall Query & Ticket Volume:
Total calls/emails
Key categories.
Service Metrics:
FCR, average response time, average resolution time, CSAT (where available).
Complaint & Escalation Analysis:
Main complaint themes
By city/vendor/device where relevant.
Internal Collaboration:
How many tickets went to Ops/SLA/Area/Tech, and any patterns.
Suggested Improvements:
Common issues that can be reduced with better product, process or communication.
Next Month Priorities:
Script improvements
Tools or features needed
Training or new FAQs required.