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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/chatsUnderstand the user query, quickly decide the right resolution from the user perspectiveDecide on the best medium to interact with the customer and provide resolution (call, chat, email) and close the issue immediatelyAnswer customer calls as and when required to resolve their queriesEnsure 100% accuracy on documentation of interactions handledAdhere to quality benchmarks, follow process standard operating procedures & Exception Policy frameworkIdentify 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 ResolutionBe helpful & professional, ensure user needs/expectations are metMaintain high attention to detail, and execute flawlesslyHave apt decision-making skills to resolve user issues favorably

Pre-requisites (Must have):

Very strong problem-solving skills & decision-making abilityVery good communication skills: user context vs internal stakeholders, written and spoken; English and Hindi (spoken)Good working knowledge of CRMs and WorkflowsFlexible with work from officeFlexible with rotational weekoffsFlexible 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