Walk-in || Customer support Executive (Voice)

Role & responsibilities

1. Customer Handling:

• Respond promptly to customer inquiries via phone, email, chat, and social media.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.

2. Problem Resolution:

• Identify and assess customers needs to achieve satisfaction.
• Diagnose and troubleshoot technical issues and provide solutions.
• Escalate unresolved issues to the appropriate internal teams and follow up until resolved.

3. Documentation and Reporting:

• Maintain detailed records of customer interactions, process customer accounts, and file documents.
• Prepare and distribute customer activity reports.
• Provide feedback on the efficiency of the customer service process.

4. Product/Service Knowledge:

• Stay updated with product knowledge and new product/service offerings.
• Provide customers with information about new features and services.

5. Team Collaboration:

• Work closely with team members to meet and exceed customer service goals.
• Collaborate with the sales and marketing teams to stay updated on product knowledge and promotions.

Preferred candidate profile

• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Proficient in using customer support software, databases, and tools.
• Familiarity with CRM systems and practices.

Personal Attributes: .

• Positive attitude and a passion for providing exceptional customer service.
• Customer - oriented and able to adapt/respond to different types of character
• Problem-solving skills and the ability to think on your feet.

Qualifications:

• Bachelors degree preferred.
• Proven customer support experience, sales engineer or experience as a client service representative.
• Strong phone contact handling skills and active listening.
• Speaking hindi is Additional Language