Designation – Production support supervisor
Location – Gandhinagar, Gujarat.
Job Responsibilities
- Handle customer query via phone, chat & email and drive each issue toward resolution in a manner that supports customer satisfaction & customer retention
- Ensure 2 hr. or less email/Fresh chat response rates
- Work cross-functionally as needed to obtain resolution & customer satisfaction
- Report process issues, identify trends, recommend improvements
- Handle high-cost Order query separately consider high-value, VIP customers
- Prepare data for most query coming from customer to prepare FAQ.
Skills
What we require (Desired Skills and abilities)
- Proven experience effectively assisting customers in the contact centre
- Advanced conflict resolution capabilities
- Must be detail-oriented, extremely organized, and possess strong communication, presentation,
and excellent customer and internal relationship management skills
- 24/7/365 availability preferably during night hours, including willingness to work on weekends
and outside of the standard workday
- Knowledge over design & printing desirable
- Strong analytical thinking and problem-solving skills
- Ability to demonstrate learning and decision-making skills
- Fosters a positive team environment and collaboration within and across sites.
- Approachable, cooperative, professional, and a team player
- Demonstrates an appropriate sense of urgency and adaptability in response to changing business
needs
Experience
- 2+ years of experience in high-touch Customer service or call centre.
- Experience in design & printing is a plus
- Working knowledge of customer service software, databases and tools.
