Executive - Customer Support (2-5 yrs)

Role : Product Support

Location : Hyderabad (Onsite)

- Provide prompt and professional support to customers via phone, email, chat, and social media.

- Diagnose and troubleshoot customer issues, offering effective solutions to ensure timely resolution.

- Maintain in-depth knowledge of products, services, policies, and procedures to offer accurate information.

- Document all customer interactions, issues, and resolutions in the company's CRM or support software.

- Collect and document customer feedback, sharing insights with relevant teams to enhance products, services, and customer experience.

- Conduct follow-up communication with customers to ensure issues are fully resolved and to measure customer satisfaction.

- Collaborate with other departments (e.g., sales, product development) to resolve customer issues and improve the overall customer experience.

- Generate and submit regular reports on customer interactions, common issues, and customer satisfaction metrics to management.

- Participate in ongoing training sessions to improve customer service skills and stay updated on product changes and industry trends.

- Identify opportunities for process improvement and suggest actionable recommendations.

Qualifications :

Experience : 2+ years in customer support or a related role

Skills :

- Excellent verbal and written communication skills in Telugu & Hindi

- Strong problem-solving abilities with a customer-first approach.

- Proficiency in CRM software and support tools (a plus).

- Ability to handle multiple tasks in a fast-paced environment.

- Strong attention to detail and organizational skills.

- Empathy and patience in dealing with diverse customer situations.

Key Competencies :

- Customer Focus: Commitment to delivering exceptional customer satisfaction.

- Teamwork: Effective collaboration to achieve common goals.

- Adaptability: Ability to adjust to new processes and changes in a dynamic environment.

- Time Management: Efficient management of time to meet deadlines and customer needs.

Location - Capital Park, Image Gardens Road, 207, Hitech City, Madhapur