Customer Support Executive

Role Objective:

A Customer Support Executive handles inbound calls / handles chats / replies to emails. The responsibility is to respond to incoming calls from the customers to address their queries / concerns, troubleshoot problems, provide information, and handle complaints regarding the organization's products or services.

Roles & Responsibilities:

• Should be able to resolve customer queries & handle grievances to preserve the company's reputation
• Build sustainable relationships and trust with customer 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 resolution
• Take the extra mile to engage customers & take initiatives in the team
• Making sure the job is completed within the defined SLA / TAT time
• Should be focused to achieve 100% customer satisfaction and zero client or customer escalations
• Informs customers by explaining procedures; answering questions; providing information
• Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures
• Escalate appropriate issues and follow-up till closure
• Keep records of customer interactions, process customer accounts and file documents

Skills & Experience

• 0-11 months of experience in customer support (voice and non-voice)
• Excellent communication and interpersonal skills
• International calling experience is preferred
• Proficient with computers and other productivity suites
• Should have strong analytical & convincing skills
• Ability to apply the training knowledge in real world situations
• Flexible to work in shifts
• Good typing skills

Good at multitasking Handling voice / non-voice activities together