Customer Support Specialist
4 weeks ago
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/chats
- Understand the user query, quickly decide the right resolution from the user perspective
- Decide on the best medium to interact with the customer and provide resolution (call, chat, email) and close the issue immediately
- Answer customer calls as and when required to resolve their queries
- Ensure 100% accuracy on documentation of interactions handled
- Adhere to quality benchmarks, follow process standard operating procedures & Exception Policy framework
- Identify 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 Resolution
- Be helpful & professional, ensure user needs/expectations are met
- Maintain high attention to detail, and execute flawlessly
- Have apt decision-making skills to resolve user issues favorably
Pre-requisites (Must have):
- Very strong problem-solving skills & decision-making ability
- Very good communication skills: user context vs internal stakeholders, written and spoken; English and Hindi (spoken)
- Good working knowledge of CRMs and Workflows
- Flexible with work from office
- Flexible with rotational weekoffs
- Flexible 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
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