CRM Executive

About the job

Customer Support Executive delivers all aspects of support for TIGC products such as usability, content search and answers to customers inquiries. The Customer Support Executive will be providing effective and well-mannered support to customers in relation to their product or service by Phone, Chat and Email. This includes active focus on enquiry resolution, a positive client centric demeanour always and ensuring that all the vital action is taken to resolve a customer's query.

YOUR DAILY TASKS

Respond to customer's enquiries relating to information, product and fault calls resolving as many queries as possible on the first interaction

Take inbound and make outbound calls to resolve and/or route customers across service delivery.

Log and classify all calls and requests for assistance in the customer relationship management system

Filter and call out enquiries related to other aspects of the business and handover to the appropriate department

Handle the resolution process for customers relating to data and applications for a particular product/s and contact

Coordinate enquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction

Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur

Call out problems affecting several customers or influencing the timely resolution of one customer's enquiry, including customer concerns to the team leader and other support, sales, engineering, or resolver groups as appropriate

Recognize and raise recurring problems, inferior processes, or outdated procedures

Accept additional projects or areas of responsibility that will improve the team's performance

What Do You Need To Bring

2+ years of Email/Chat/Voice Process experience.

BA/ BS / BCom degree or educational equivalent

Business level, both written and spoken fluency in English

Experience in a customer service or contact center environment preferred

The ability to learn and become specialists in products and develop a sound understanding

Positive approach to undertake additional projects and responsibilities from time to time

Strong working knowledge of external systems, PC-based internet, and software applications (Internet, Microsoft Office - Outlook, Word, Excel)

Ability to work independently while making sound business decisions on case information.

Well-developed sense of urgency and follow-through

Time Management and Adherence to schedules

Willingness to work hard and have fun doing it!

Competencies:

Customer Focus

Listening

Problem Solving

Composure

Drive for Results

Ethics and Values

Integrity and Trust

ENGLISH & HINDI Mandatory

Working Hours: Rotation shift & Week offs

Work Location: Bangalore