Customer Support Executive

We are looking for a Customer Support Executive to assist our clients with technical problems when using our products and services. Our Customer Support Executive will be responsible for handling questions, comments, and complaints, and provide service or product information, solutions, and relevant details to customers regarding our business. To be successful in this role, you should be an excellent communicator whos able to earn our clients’ trust. Your ultimate goal will be to provide a positive customer experience and enhance relationships between consumers and our business.

Roles and Responsibilities:

You must be well-versed in working with the public, answering questions, and resolving issues. You will need to answer phones, reply to emails and chats, provide troubleshooting information, report and analyse customers’ information and needs, issue billing details, and open and close customer accounts.

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.

Requirements

• 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.