Customer Support Executive - Australian accent

Reports To: Customer Support Manager

Job Summary:

• We are seeking a motivated and empathetic Customer Support Executive to join our team. In
• this role, you will be the first point of contact for customers, ensuring their inquiries are
• addressed promptly and professionally.
• You will play a crucial role in maintaining high levels of customer satisfaction by resolving issues, providing product information, and delivering exceptional service.

Key Responsibilities:

• Customer Interaction: Handle customer queries via phone & emails in a professional
• and courteous manner.
• Issue Resolution: Understand, identify and resolve issues raised by customer
• effectively and efficiently, escalating the complex problems to next departments when
• necessary.
• Feedback Collection: Gather customer feedback, summarise various feedback points,
• and co-ordinate with internal teams to convey the feedback points to improve the
• products.
• Product Knowledge: Develop and maintain a strong understanding of the companys
• products, services, and policies to assist customers accurately. Keep updated with the
• ongoing product enhancements & releases.
• Record Keeping: Document customer interactions and issues in the CRM system,
• Collect & enter all the required information in the CRM system to help internal teams for
• further analysis.
• Follow-Up: Proactively follow up with internal teams & customers to ensure their
• concerns have been resolved and they are satisfied with the outcome.
• Team Collaboration: Work closely with other departments to ensure seamless
• customer experiences.

Qualifications:

• Experience: 1-2 years of experience in customer support, help desk, or a related field.

Compulsory Skills:

• Strong verbal and written communication skills.
• Excellent problem-solving and conflict-resolution abilities.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proficiency in using customer service software, CRMs, and basic o􀆯ice tools
• (e.g., Microsoft Office, Google Workspace).
• Empathy and patience when dealing with customer concerns.

Languages: English and Hindi.