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Executive / Associate - Customer Support
IntouchCX
posted 27d ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
- Having daily interactions with the customer to handle issues from end to end via chat and Email
- Going the extra mile to engage customers in solving issues and ensuring satisfaction
- Quickly and effectively building rapport with customers while diagnosing and resolving issues
- Providing white glove service and having the ability to provide an overall excellent customer experience
- Managing customer expectations regarding estimated response An obligation to deliver exceptional customer service
- Receive inbound calls to gather and verify required information and do utmost within their power to solve customer problems
- Have excellent judgment skills to be able to properly evaluate situations and immediately by providing effective solutions
- Ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer
- Actively listen to the customer, and show empathy and patience
- Provide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be taken
- Ensure policies and procedures are followed on all calls
- Maintain thorough knowledge of systems so that information can be researched and proper information is given to customer
- Learn and retain a thorough working knowledge of all existing and new process and procedures
- Achieve assigned Key Performance Indicators - e.g. Chat Quality, CSAT & DSAT
- Attend Team Meetings/additional training sessions as scheduled
- Performs other duties as assigned.
- Above average verbal and written communication skills - ability to speak accurately, using proper grammar, and good enunciation
- Ability to show high emotional intelligence by remaining calm under pressure while solving the customer's concerns
- Ability to listen attentively and to use information provided by clients to tailor responses and actions to meet the client's specific needs
- Ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer
- Ability to work in a fast-paced, hectic, changing environment
- Ability to organize and follow-up multiple tasks/details with accuracy and timeliness
- Ability to operate a phone system and personal computer
- Ability to adhere to all organizational policies and procedures
- Ability to work a variety of shifts including days, afternoons, evenings, weekends and holidays
- Ability to perform basic mathematical functions
- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds.
- Must successfully pass a background check
- High school diploma or equivalent required
- Post secondary degree is a plus
- Must have at least six months customer service experience or equivalent
Employment Type: Full Time, Permanent
Read full job descriptionIntouchCX Interview Questions & Tips
Prepare for IntouchCX Customer Support roles with real interview advice
Top IntouchCX Customer Support Interview Questions
Q1. What do you know about ecommerce?
asked in
Customer Service Executive interview
Q2. What are the benefits of using ecommerce services rather than going to shopping/markets in person?
asked in
Customer Service Executive interview
Q3. How important customers satisfaction means to you?
asked in
Senior E Support Officer interview
What people at IntouchCX are saying
Customer Support salary at IntouchCX
reported by
8
employees
with 1-4
years exp.
₹1.8
L/yr - ₹4.1
L/yr
6%
more
than the average Customer Support Salary in India
View more details
What IntouchCX employees are saying about work life
based on 1.9k employees
Strict timing
Rotational Shift
No travel
Night Shift
IntouchCX Benefits
Submitted by Company
Health Insurance Job Training
Submitted by Employees
View more benefits 
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