We are looking for a Customer Support Executive as the key point of contact to help deliver a better experience for customers. The role would report to the Customer Support Manager and also work closely with the cross-functional teams.
Responsibilities
- Process incoming emails, outbound calls, and live chats from our customers.
- Identify and assess customers needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Provide accurate, valid, and complete information by using the right methods/tools.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure the resolution.
- Keep records of customer interactions, process customer accounts, and any related documents.
- Understanding the escalation and support channels available to assist in the resolution of tickets.
- Take ownership and resolve any urgent or critical issues escalated by the Client or team.
- Ability to commit to rotational shifts (including weekends and public holidays) for 24/7 coverage.
- Take the extra mile to engage customers, whilst following our Hugosave Values.
- Any other duties and responsibilities that may be assigned by the management from time to time.
Requirements
- Fluent English speaker and writer.
- Strong voice, contact handling skills, and active listening.
- Familiarity with CRM systems and practices.
- Customer orientation and the ability to adapt/respond to different types of characters.
- Excellent communication, listening, and presentation skills.
- Ability to multitask, prioritise, and manage time effectively.
- Problem-solving and critical thinking skills.
Skills And Capabilities We Believe Are Highly Relevant Include
- 1 to 3 years of proven experience in a customer care role.
- Bachelor's degree or equivalent in a relevant subject area.
- Experience within the financial services or fintech.
- Ability to stay calm when customers are stressed or upset.
- Ability to multitask and keep track of multiple ongoing issues.
- Have the self-discipline to ensure all customer issues are handled in an appropriate and timely manner.
- Ability to identify, build, and enhance key relationships, influence, and challenge as required.
This job was posted by Deepthi Meghavathula from Hugosave.
