Customer Support Executive - Non voice

Job Description

Mediacle seeks a strong Customer Support Executive  for their clients product line.

As a Customer support Executive you will provide service or product information, solutions and relevant details to customers, provide specific information regarding the services, products or materials offered by a company. You will answer phones, provide troubleshooting information, report and analyze customers' information and needs, issue billing details and open and close customer accounts. In summary, you are the direct link between a company and its existing and potential customers.

Key Functional Areas of Responsibility

• Respond to the inbound calls professionally and furnish the customer with information on product and services or obtain details of the complaints/concerns
• Identify and assess customers needs to achieve maximum satisfaction
• Build trust and sustainable relationship with customers through interactive communication
• Record details of customer interactions, queries, complaints and comments/feedback
• Route concerns that require immediate/special attention to concerned departments
• Follow up to ensure necessary actions are taken to resolve the customer issues
• Identifying, Handling and resolving customer queries and concerns while maintaining expected quality on calls, chat or email.
• Provide/take relevant information and update the system/s accordingly. Where the query cannot be successfully concluded at the first point of contact, provide the relevant functional area with a clear and concise written/verbal summary of the situation and its priority. Provide the Customer with a clear explanation of the action taken.
• Ensure complete participation and contribution in organization/process level initiatives that may be implemented from time to time to improve efficiency
• Ability to understand and handle irate customers.

Skills Required

As a Customer support Executive you must have well-developed verbal and written communication skills in Spanish and English, willing to work in shifts (including weekends). You must have a thorough knowledge of the service or product and be able to describe its functions, features and details to customers. You must be able to respond to customer complaints, requests and inquiries in a professional and timely manner. You should have good organizational skills, general knowledge of Microsoft Office computer programs and be effective multi-taskers. Also should have experience with customer support tools such as Zen Desk.

Preferred candidate profile

Qualifications And Experience:

Graduates or Undergraduates

Typing speed of 30 to 40 wpm
Minimum 0-3 years of relevant experience of international BPO (Preferred)
Strong interpersonal, problem-solving skills and verbal and written communication skills
Basic computer knowledge and technical skills

Compensation & Benefits

Competitive salary

Paid vacation and sick days

Opportunity to advance your career