Customer Support Specialist

3 days ago


Delhi, Delhi, India Metric Tree Labs Full time
WHO YOU ARE As a Customer Support Specialist, you will provide excellent customer service by assisting customers with inquiries, troubleshooting issues, and ensuring a positive customer experience. You must have exceptional English communication skills to effectively interact with US-based customers. Training on the product will be provided to ensure success in the role.
WHAT YOU WILL DO
Provide before and after-sale customer support via phone, email, and chat.
Assist customers with pre-sales inquiries, including product information, pricing, and purchasing guidance.
Offer post-sales support related to installation, warranty claims, troubleshooting, returns, and refunds.
Before Sales Support – Product, Pricing, Design, and 'Where to Buy' information
After Sales Support – Installation and Assembly, Warranty, Safety & Hazard, Returns & Refunds.
Address customer concerns and provide timely solutions while maintaining professionalism and empathy.
Ask open-ended questions about customer's projects in order to determine their needs.
Provide aesthetic and efficient creative design suggestions based on information provided by Customer.
Recommend the proper parts and quantities needed for installation.
Provide accurate and complete drawings by coordinating with Architects, Designers, Builders, and Contractors for bid submittals.
Prepare quotation on Material and Labor, based on Dealer/Installer's pricing scheme.
Utilize active listening skills to understand customer needs and provide accurate information.
Log and update customer interactions in the central information system.
Escalate unresolved issues through the appropriate channels.
Provide follow-up communication to ensure customer satisfaction.
Collaborate with internal teams to resolve customer concerns effectively.
REQUIREMENTS
Bachelor's degree preferred. Engineering degrees will be a plus.
Knowledge of CAD will be a huge advantage.
2 years of experience in customer service or support roles will be a plus.
Strong verbal and written communication skills in English.
Ability to handle customer interactions with patience and professionalism.
Stay calm under stressful situations.
Attention to detail and accuracy.
Able to perform basic math functions and calculate dimensions, and amounts.
Ability to interpret instructions furnished in written, oral, diagram, or schedule form and perform critical reasoning.
Stay current on design trends
Prior experience in handling US customers is a plus.
Willingness to work the assigned shift (3 PM – 12 AM IST).
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The role is primarily remote, and it involves extensive use of computers and headsets.
Ability to remain seated for extended periods while handling customer queries.
Maintain a professional work environment suitable for customer interactions.
WHERE YOU WILL WORK
Shift: 3 PM to 12 AM IST with an overlap with the US shift. Chances of changes in shift.
Work from home with occasional office visits at our Kochi office.
Preferred location of candidate: Kerala
This is an excellent opportunity for individuals passionate about providing exceptional customer support and enhancing customer satisfaction. If you have strong communication skills and enjoy helping customers, we encourage you to apply

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