Customer Support Executive

2 days ago

Kollam, Kerala, India Squared Circle E-Com Pvt. Ltd Full time

We are hiring Please share your CVs to reena@squaredcircle.in

Experience: 0-2 Years

Job Overview:

We are seeking an English Customer Support Representative to handle both voice and non-voice interactions. This role requires a professional with strong communication skills, patience, and problem-solving abilities. The ideal candidate will be able to respond to customer inquiries, resolve issues, and provide top-notch service in English, across various communication channels, including phone, email, and chat.

Key Responsibilities:

  • Voice Support:
  • Respond to inbound customer calls in a professional and friendly manner, addressing inquiries, complaints, and technical issues.
  • Provide clear, accurate, and timely information regarding products and services in English.
  • Assist customers in troubleshooting problems and guiding them through solutions over the phone.
  • Maintain a high level of service excellence on all calls.
  • Non-Voice Support:
  • Handle customer support requests via email, live chat, and other digital channels, ensuring prompt and accurate responses.
  • Maintain thorough documentation of customer interactions and resolutions in English.
  • Collaborate with other departments (e.g., technical, sales, or billing teams) to address complex customer issues.
  • Issue Resolution:
  • Effectively resolve customer issues in a timely and professional manner, ensuring customer satisfaction.
  • Identify recurring issues and collaborate with the appropriate teams to suggest improvements.
  • Multitasking and Efficiency:
  • Manage multiple customer inquiries simultaneously across voice and non-voice channels without compromising the quality of service.
  • Maintain key performance metrics such as response time, resolution time, customer satisfaction, and first call resolution.
  • Knowledge Management:
  • Stay up to date with the company's products, services, and policies.
  • Provide accurate feedback to management on common customer issues or areas for improvement.

Requirements:

  • Language Proficiency:
  • Fluent in English (written and spoken), with the ability to communicate clearly and professionally in the language.
  • Experience:
  • Previous experience of 0-2 years in customer support or a related field is required.
  • Experience handling both voice and non-voice customer interactions (calls, chats, emails) is a plus.
  • Skills:
  • Strong communication and active listening skills.
  • Excellent problem-solving abilities and attention to detail.
  • Ability to work efficiently under pressure and in a fast-paced environment.
  • Ability to multitask and manage time effectively.
  • Empathy and patience when dealing with customer concerns.
  • Technical Skills:
  • Familiarity with customer support software (e.g., CRM, chat tools, etc.) is a plus.
  • Basic knowledge of troubleshooting and technical support is advantageous.
  • Working Hours:
  • Flexibility to work in shifts, including evenings, weekends, and holidays if required.

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