Executive - Customer Support (1-2 yrs)

-A role that offers a breadth of learning opportunities

Our client is one of the competent solution providers in the field of Web Application Development. Their team of highly skilled and qualified professionals have hands on experience on latest technologies supported by the Microsoft- & other Open Source Platforms.

The Job

You will be responsible for:

Responding to Customer Queries: Address customer inquiries promptly and accurately through various channels such as phone, email, or chat. Respond to client calls, log issues as tickets, and ensure proper communication with the technical team regarding ticket status and resolution.

Identifying Customer Needs: Understand customer requirements and assist them in utilizing specific features of our products or services effectively.

Resolving Product or Service Problems: Clarify customer complaints, determine the root cause of issues, and provide the best solutions. Ensure timely resolution and follow up to confirm satisfaction.

Routing Customers for Assistance: If unable to resolve issues directly, coordinate with appropriate personnel to ensure timely resolution.

Converting Potential Customers: Engage with potential customers by addressing their inquiries and providing detailed information about our products or services.

Monitoring social media: Monitor social media platforms for customer complaints and proactively reach out to assist and resolve issues.

Sharing Insights with Team: Share customer feedback, feature requests, and effective workarounds with team members to enhance overall customer support service.

Informing Customers about Updates: Keep customers informed about new features, functionalities, and updates to our products or services.

Updating Internal Databases: Maintain internal databases with technical concerns raised by customers and record useful discussions to assist future interactions.

Following Up with Customers: Ensure that technical issues reported by customers are resolved satisfactorily by following up and confirming resolution.

Gathering Customer Feedback: Conduct customer surveys, gather feedback, and share insights with relevant teams (Product, Sales, Marketing) to improve overall customer experience.

Recommendations to Management: Analyse customer needs and provide recommendations for potential products or services that could benefit customers.

Maintaining Reports: Keep weekly reports on customer inquiries, responses, and feedback to develop customer service analytics and identify trends.

Assisting in Peer Training: Provide support and guidance to peers to enhance their customer support skills through training sessions and knowledge sharing.

Attending Meetings and Updating Reports: Attend meetings with the technical team to discuss pending issues and update daily reports in the Status group regarding unresolved points.

Handling Support Mail: Manage support emails efficiently, ensuring timely responses and resolutions to customer queries.

Confirming Resolution with Clients: Communicate with clients after resolving their issues to confirm satisfaction and closure.

Closing Tickets by End of Day (EOD): Ensure that all assigned tickets are closed by the end of the day, providing timely resolution to customer issues.

Ideal Candidate

- You have at least 1 year experience within a Customer Service or Customer Success role, ideally within the IT Services, Other Services and Software .

- You have working knowledge of email management, communication, nonvoice, voice and troubleshooting

- You are highly goal driven and work well in fast paced environments

- You possess strong analytical skills and are comfortable dealing with numerical data

- You are a self-starter and demonstrate a high level of resilience

- Experience in a related field.

- Experience using help desk software and remote support tools.

- Understanding of how CRM systems work.

- Well-developed verbal and written communication skills.

- Good organizational skills and effective multi-taskers.

- Excellent problem-solving abilities.