Customer Support Executive

• Resolve product or service problems by clarifying the customer s complaint;determining the cause of the problem; selecting and explaining the best solution tosolve the problem; expediting correction or adjustment; following up to ensureresolution
• Maintain financial accounts by processing customer adjustments
• Recommend potential services or actions to clients by collecting customerinformation and analysing customer needs
• Prepare service reports by collecting and analysing customer information
• Contribute to team effort by accomplishing related results as needed
• Manage large amounts of incoming calls
• Identify and assess customers needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle complaints, provide appropriate solutions and alternatives within the timelimits, and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts, and filedocuments
• Follow communication procedures, guidelines, and policies
• Go the extra mile to engage customers
• Resolve customer complaints via phone, email, mail, or social media
• Use telephones to reach out to customers and verify account information
• Greet customers warmly and ascertain problem or reason for calling
• Advise on company information
• Take payment information and other pertinent information such as addresses andphone numbers
• Act as the company gatekeeper
• Suggest solutions
• Attempt to persuade customer to reconsider cancellation
• Utilise computer technology to handle high call volumes
• Work with customer service manager to ensure proper customer service is beingdelivered
• Close out or open call records
• Compile reports on overall customer satisfaction
• Read from scripts
• Handle changes in policies or renewals
• Customer Support Executive Requirements:
• Proven customer support experience
• Strong phone contact handling skills and active listening
• Familiar with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multitask, prioritise and manage time effectively
• Competency in microsoft applications including word, excel, and outlook.
• Able to work comfortably in a fast paced environment.

Education:

• B.Com (Required)

• Experience:
  International Accounting: 1 Year (Preferred)
  Customer service: 2 years (Preferred)