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Customer Support Executive
OnActive Consulting
posted 4d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
The Customer Support Executive plays a vital role in the overall customer experience by serving as the initial point of contact for clients seeking assistance. This position is crucial in ensuring customer satisfaction and loyalty by addressing inquiries, resolving issues, and providing information about products and services effectively. The representative must possess strong communication skills, empathy, and a customer-focused mindset to navigate various customer interactions successfully. Through active listening and problem-solving, the Customer Support Executive will enhance the companys reputation and build long-lasting relationships with clients. As the voice of the company, this role not only addresses customer needs but also provides valuable feedback to various internal departments, helping to improve services and operations. With the ability to handle diverse scenarios, the executive must thrive in a fast-paced environment and remain adaptable to change, ensuring customers feel valued and heard.
Key Responsibilities:
- Respond promptly to customer inquiries via phone, email, and chat.
- Provide accurate information regarding products and services.
- Resolve customer complaints and issues efficiently.
- Document all interactions and transactions in the customer management system.
- Maintain a high level of professionalism and courtesy at all times.
- Identify and escalate complex issues to appropriate teams.
- Collaborate with team members to improve customer service processes.
- Conduct follow-ups with customers to ensure satisfaction.
- Stay updated on product knowledge and service changes.
- Train new staff on customer service protocols and systems.
- Participate in team meetings and share best practices.
- Gather customer feedback for product improvements and enhancements.
- Assist in creating and maintaining customer service documentation.
- Adhere to company policies and procedures in all customer interactions.
- Work towards achieving individual and team performance goals.
Required Qualifications:
- High school diploma or equivalent required; bachelor s degree preferred.
- Minimum 1-2 years of experience in customer service or support roles.
- Proficient in Microsoft Office Suite and customer management software.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and critical thinking skills.
- Ability to handle difficult customer conversations with empathy.
- Experience in a fast-paced, multi-tasking environment.
- Familiarity with CRM systems is a plus.
- Ability to work flexible hours, including weekends and holidays.
- Strong interpersonal skills and team-oriented approach.
- Customer-focused with a strong desire to exceed expectations.
- Ability to remain calm under pressure and in challenging situations.
- Detail-oriented and organized with time management skills.
- Willingness to learn and adapt to new technologies and systems.
- Background in technical support or IT is a plus.
- Positive attitude and a strong work ethic.
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
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