Job Description:
As a Customer Support Executive, you will play a vital role in providing exceptional customer service and support to our valued clients. You will be responsible for resolving customer inquiries, addressing concerns, and ensuring a positive experience throughout their interaction with our company. Your excellent communication skills, problem-solving abilities, and customer-focused mindset will contribute to the overall success of our organization.
Responsibilities:
Handle customer inquiries: Respond promptly and professionally to customer inquiries via various communication channels, including phone, email, and live chat. Provide accurate and timely information, addressing their concerns and resolving issues effectively.
Provide technical assistance: Assist customers in troubleshooting product or service-related technical issues. Guide them through step-by-step instructions, identify and resolve problems, and escalate complex issues to the appropriate department if necessary.
Maintain customer records: Accurately record and update customer information, interactions, and issues in the customer support database. Ensure that customer data is securely managed and confidentiality is maintained at all times.
Offer product knowledge and guidance: Develop a comprehensive understanding of our products or services and stay up to date with any updates or changes. Provide customers with product information, features, and usage guidelines to maximize their satisfaction and utilization.
Resolve complaints and escalate when needed: Address customer complaints with empathy, patience, and professionalism. Handle complaints in a timely manner, seeking appropriate resolutions to ensure customer satisfaction. Escalate complex or unresolved issues to the relevant team or manager for further investigation and resolution.
Collaborate with internal teams: Liaise with different departments, such as sales, technical support, and logistics, to coordinate and resolve customer issues effectively. Communicate customer feedback, suggestions, and recurring problems to the relevant teams for process improvement and product enhancement.
Ensure customer satisfaction: Strive to exceed customer expectations by delivering exceptional service and support. Follow up with customers to ensure their issues are resolved, gather feedback on their experience, and identify areas for improvement.
Contribute to knowledge base: Continuously update and contribute to the organization's knowledge base by documenting frequently asked questions, solutions, and best practices. Share knowledge and insights with team members to enhance overall efficiency and customer service quality.
Qualifications:
- Flexibility to work in night shifts.
- High school diploma or equivalent (Bachelor's degree preferred).
- Proven experience in a customer support or similar role.
- Excellent verbal and written communication skills.
- Strong problem-solving and decision-making abilities.
- Empathy and patience in dealing with customers.
- Ability to multitask and prioritize tasks effectively.
- Familiarity with customer support software and CRM systems.
- Technical aptitude and ability to learn new software quickly.
- Strong teamwork and collaboration skills.
As a Customer Support Executive, you will contribute to maintaining our company's reputation for exceptional customer service. Your dedication to customer satisfaction and efficient problem resolution will be instrumental in ensuring positive customer experiences and fostering long-term relationships with our clients.
Job Type: Full-time
Salary: Rs50,000.00 - Rs80,000.00 per month
Education:
- Bachelor's (Preferred)
Experience:
- Customer Support: 1 year (Preferred)
Language:
- English (Preferred)
Shift availability:
- Overnight Shift (Preferred)
