Walk-in || Customer Support Executive

Responsibilties:

• Responsible for managing large volume of calls/emails/chats.
• Should have good experience in emails/chat process.
• 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 resolution. Keep records of customer interactions, process customer accounts and file documents
• Take the extra mile to engage customers
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
• Understanding and striving to meet or exceed contact center metrics while providing excellent consistent customer service
• Escalate well deserved calls to the Escalations team as per the defined standards and protocol
• Follow communication procedures, guidelines and policies