Customer Support Executive

*Job Summary:*

We are seeking for Customer Service Representative good in handling inbound and outbound customer calls, addressing inquiries, providing information about products or services, and assisting with problem resolution. Responsibilities also include maintaining accurate records of interactions, following communication scripts, and ensuring a high level of customer satisfaction.

Call Center Executives need excellent communication skills, the ability to handle high call volumes, and patience when dealing with diverse customer situations. Additionally, they might be expected to meet targets for call quality, response time, and customer retention.

Job Responsibilities

1. Responding to Customer Inquiries: Addressing customer questions, concerns, and inquiries through various communication channels such as phone, email, chat, or social media.

2. Problem Resolution: Identifying and resolving customer issues by providing accurate information, troubleshooting, and finding appropriate solutions.

3. Product/Service Knowledge: Developing a strong understanding of the company's products or services to effectively assist customers and provide accurate information.

4. Order Processing: Assisting customers with placing orders, verifying order details, and ensuring timely processing.

5. Communication: Maintaining clear and professional communication while interacting with customers, colleagues, and other teams.

6. Documentation: Recording customer interactions, issues, and solutions in a detailed and organized manner for future reference.

7. Escalation Handling: Identifying situations that require escalation to higher-level support or management and ensuring a smooth transition.

8. Customer Satisfaction: Ensuring customers have a positive experience by addressing their needs promptly, empathetically, and effectively.

9. Technical Assistance: Providing basic technical support, troubleshooting, and guiding customers through technical issues.

10. Knowledge Base Maintenance: Contributing to the development and improvement of internal knowledge bases and FAQs for customer reference.

11. Continuous Learning: Staying up-to-date with product updates, industry trends, and customer support best practices to enhance service quality.

12. Cross-Functional Collaboration: Coordinating with other teams like Sales, Marketing, and Product to resolve customer issues and provide feedback for improvements.

13. Performance Metrics: Meeting or exceeding targets related to response times, resolution rates, customer satisfaction scores, and other key performance indicators.

14. Multitasking: Efficiently managing multiple customer interactions and tasks simultaneously, ensuring each customer receives proper attention.

15. Customer Feedback: Actively seeking and utilizing customer feedback to identify areas for improvement and enhance the overall customer experience.

*Qualifications:*

- Bachelor's degree

- 2-5 years of customer service experience.

- Strong leadership skills, with the ability to inspire and guide teams toward achieving goals.

- communication skills, both written and verbal should be good.

- Familiarity with marketing tools and software, such as Google.

- Adaptable in fast-paced environments, approaching challenges with a positive attitude.

Mail at rachna.gauniyal@amitintl.com