Wattmonk - Contact Centre Executive (4-8 yrs)

Role : Contact Centre Executive

Position : Full Time

Location : Gurgaon (Night shift)

Who are we?

WattMonk is your everyday solar store that helps solar dealers, designers and installers produce more solar designs, permits and stamps. We are a technology based organization on a mission to reduce customer engagement costs for solar companies ensuring efficiency and cost effectiveness on the way. WattMonk is currently present in all 50 states of the US and is associated with some of the top solar companies as their trusted virtual partner.

You can find out more about us at www.wattmonk.net

Job Brief:

We are seeking a dynamic and customer-focused Contact Centre Executive to join our team. As a Contact Centre Executive, you will be the first point of contact for our customers and play a crucial role in ensuring their satisfaction. You will be responsible for providing excellent customer service, addressing inquiries, resolving issues, and maintaining a high level of professionalism.

Key Responsibilities:

- Customer Interaction: Answering incoming calls, emails, or chat messages from customers and providing timely and courteous assistance.

- Issue Resolution: Identifying customer concerns, complaints, or technical issues and taking appropriate steps to resolve them.

- Product Knowledge: Developing a deep understanding of our company's products or services to provide accurate information to customers.

- Documentation: Maintaining detailed records of customer interactions, including the nature of the inquiry, actions taken, and resolutions achieved.

- Quality Assurance: Ensuring that all customer interactions meet company standards for professionalism and customer satisfaction.

- Escalation: If a customer's issue cannot be resolved at the first contact, escalate it to a higher level of support or management.

- Sales Support: Assisting with product sales, order processing, and upselling where applicable.

Qualifications and Skills:

- Bachelor's degree is required.

- Previous experience in a customer service or contact centre role is preferred.

- Excellent communication skills, both verbal and written.

- Strong empathy and the ability to understand and address customer concerns.

- Patience and a calm demeanour when dealing with frustrated or upset customers.

- Technical proficiency with various software and tools used in customer interactions.

- Problem-solving abilities and the capacity to think on your feet.

- Multi-tasking skills to handle multiple customer inquiries through different channels.

- Adaptability to changing situations and customer needs.

- Teamwork and collaboration with colleagues to solve complex issues.

- Professionalism and a courteous demeanour.