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Customer Support Specialist

3 months ago

Bengaluru, India The Hiring Company Full time

Role - Summary: We are looking for Intern - Customer Support Specialists (CSS) who will be responsible for delivering instant resolutions/first contact closures to users. In this role, you need to solve user issues in the first instance, regardless of complexity or dependencies to retain user/restore trust, and you will also have to coordinate with internal teams to get user issues resolved.



Role - What’s expected of you:


  • Handle User tickets/calls/chats
  • Understand the user query, quickly decide the right resolution from the user perspective
  • Decide on the best medium to interact with the customer and provide resolution (call, chat, email) and close the issue immediately
  • Answer customer calls as and when required to resolve their queries
  • Ensure 100% accuracy on documentation of interactions handled
  • Adhere to quality benchmarks, follow process standard operating procedures & Exception Policy framework
  • Identify opportunities for process improvements, training, or refreshers


Customer Experience - How to handle user queries/issues:


  • Be perceived as an expert and inspire trust in Users interacting with you (authority on resolution and closure, user trust to achieve ‘zero’ escalation/reopens)
  • Deliver the ‘Simpl Care and CX’
  • Communication and Resolution
  • Be helpful & professional, ensure user needs/expectations are met
  • Maintain high attention to detail, and execute flawlessly
  • Have apt decision-making skills to resolve user issues favorably


Pre-requisites (Must have):


  • Very strong problem-solving skills & decision-making ability
  • Very good communication skills: user context vs internal stakeholders, written and spoken; English and Hindi (spoken)
  • Good working knowledge of CRMs and Workflows
  • Flexible with work from office
  • Flexible with rotational weekoffs
  • Flexible to work in any of the 5 shifts (rotational 24/7 shifts)
  • Strong understanding of processes and experience of managing SLAs, TATs, etc.
  • Good with data - preparing basic reports, tracking, and reporting highlights/insights


Please note:


  • During the assessments & discussions, the panel will access your capabilities of customer escalations handling/managing escalation desks.
  • Good to have: Previous experience working in chat support processes


Job Location: Bangalore