Customer Success Executive

Role and Responsibilities

• Customer Interaction:
• Respond promptly to customer inquiries via multiple channels, including phone, email, chat, and social media.
• Assist customers in navigating the company's products or services, addressing queries, and providing tailored solutions.
• Handle inbound and outbound calls, specifically for international clients.
• Problem Resolution:
• Resolve customer complaints empathetically, aiming for first-contact resolution.
• Diagnose and resolve basic network issues, including modem and router connectivity.
• Escalate unresolved technical issues to higher-level support.
• Value Addition:
• Identify opportunities for upselling or cross-selling based on customer needs.
• Continuously seek process improvement and contribute to customer satisfaction.
• Core Deliverables:
• Ensure high levels of customer satisfaction through excellent service.
• Maintain effective communication, especially in English.

Preferred Candidate Profile

Experience & Skills:

• 1-4 years in customer service or sales, preferably in ISP or Internet-related support.
• Experience troubleshooting WiFi, routers, and modems is a strong advantage.
• Proficiency with CRM systems and basic computer operations.
• Strong communication, interpersonal, and conflict-resolution skills.
• Ability to perform under pressure in a fast-paced environment.

Work Environment:

• Location: Flexible (Any location -Uninterrupted internet, data on Phone/ Personal Computer)
• Timing: Flexible (Open to work any specific hours in 24X7 window)

Education:

• Minimum of a High School Diploma;
• Bachelor's degree preferred.