Customer Support Executive

Role & responsibilities:

Key Functional Responsibilities

• Handling client queries via various channels such as calls, chats or tickets. • Provide accurate and timely responses to ensure positive customer experience. • Develop a strong understanding of the product or services & stay up to date with new features to ensure accurate information is provided to the customers.
• Maintain CSAT by always providing exceptional customer service. • Documenting customer interactions, inquiries & resolution in the customer support management system.
• Proactively identify the areas for improvement in customer support processes or workflows.
• Meet individual performance matrix such as response time, resolution time, customer satisfaction ratings, and other KPIs.
• Collaborate with cross-functional teams such as L1 technical support, billing and network operations to resolve customer issues that requires their expertise.
• Willing to work in rotational shifts, including weekends and holidays, as customer support process may require 24/7 coverage to cater to customers across different time zones.