Customer Support Executive

19 hours ago

Hyderabad, India DataSkate Full time

Company Description

DataSkate is a leading data integration solutions provider based in Hyderabad. Specializing in MuleSoft integration, we help businesses unlock the full potential of their data to drive digital transformation. Our tailored solutions cover cloud integration, API management, workflow automation, and analytics integration, ensuring seamless operations and enhanced efficiency for our clients. As trusted partners, we offer end-to-end support, from consultation to maintenance, to deliver successful integration experiences.


Role Description

This is a full-time on-site role for a Customer Support Executive at DataSkate in Hyderabad. The Customer Support Executive will be responsible for providing customer support, ensuring customer satisfaction, offering online support, delivering top-notch customer service, and providing technical support to clients on-site.


Job Title: Customer Executive

Location: Hyderabad

Employment Type: Full Time

Job Summary

We are looking for a dynamic and customer-focused professional to join our team as a customer executive. The ideal candidate will be responsible for managing customer queries, resolving issues efficiently, and ensuring customer satisfaction through effective communication and escalate management.

Key Responsibilities

Customer Query Management:

  • Handle and resolve customer queries over the call.
  • Maintain a professional demeanor and ensure a positive customer experience.

Admin Portal Management:

  • Access and utilize the admin portal to manage query resolutions effectively.
  • Ensure accurate and timely updates on customer issues.

Escalation Management:

  • Escalate complex queries to the L2 level as necessary.
  • Manage resolutions within the agreed Service Level Agreements (SLAs).

Collaboration and Coordination:

  • Work collaboratively with internal teams to resolve queries as per the agreed timelines.
  • Ensure seamless communication with all stakeholders during the resolution process.

Required Skills and Qualifications

Communication Skills:

  • Excellent verbal and written communication skills.
  • Strong ability to convince and engage with customers.

Problem-Solving Abilities:

  • Sensible and thoughtful approach to handling customer queries.
  • Ability to manage escalations efficiently and provide resolutions promptly.

Technical Proficiency:

  • Experience with platforms like Zendesk, Zoho Desk, Freshworks, or similar tools.
  • Basic technical understanding to utilize customer service tools effectively.

Customer Service Expertise:

  • Proven experience in handling customer escalations and resolving queries professionally.
  • Ability to build and maintain positive relationships with customers.

Preferred Qualifications

  • Prior experience in a similar role is an advantage.
  • Familiarity with SLA management and escalation processes.


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