Customer Specialist

4 weeks ago

Hyderabad, India Recro Full time

Job Title: Customer Engagement Specialist

Location: Hyderabad/Noida/GGN

Experience: 2-5 years


We are seeking a dedicated and motivated Customer Engagement Specialist to join our team. As a Customer Engagement Specialist, you will play a crucial role in ensuring our customers have a positive experience with our products and services. You will provide timely and effective support to address customer inquiries, issues, and requests, ensuring their satisfaction. If you have a passion for technology and helping customers, this is an exciting opportunity to make a difference in our fast-paced, innovative company.


Responsibilities:

  • Customer Interaction: Respond to customer inquiries and issues through various communication channels, including email, chat, phone, and social media. Provide them with tips on best practices, samples, and hand-hold on the implementation of a solution if needed.
  • Issue Resolution: Troubleshoot and resolve customer problems or technical issues related to the company’s products and services. Provide step-by-step instructions and guidance to resolve issues.
  • Issue Escalation: Escalate issues as and when required to the right teams and drive them to closure.
  • Product Knowledge: Develop and maintain in-depth knowledge of the company’s products and services to effectively assist customers and answer their questions.
  • Documentation: Contribute to updates of support documentation, including FAQs and knowledge base articles, to assist customers in finding answers to common questions.
  • Training: Stay updated on product updates and new features through training and self-learning.

Experience Required:

  • 2-5 years of experience in Customer support, and technical support.

Must-Have Skills:

  • Prior experience in customer support, technical support, or a related role is preferred.
  • Strong communication skills, both written and verbal.
  • Problem-solving skills and the ability to think on your feet.
  • Proficiency in using customer support software and ticketing systems.
  • Knowledge of CRM software – Zendesk, and HubSpot is a plus.
  • Basic understanding of technology and software applications.
  • Empathy and patience when dealing with customer inquiries and issues.

Other Skills We’d Appreciate:

  • Customer-focused with a strong desire to help and assist.
  • Excellent interpersonal and communication skills.
  • Detail-oriented and highly organized.
  • Ability to work well in a team and independently.
  • Adaptability and ability to work in a fast-paced environment.
  • Strong time management skills.

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