Customer Support Associate
1 week ago
Position SummaryThe Customer Support Associate is responsible for providing exceptional customer service by addressing customer inquiries, resolving issues and ensuring customer satisfaction. This role involves effective communication, problem-solving, and maintaining a positive customer experience. The Customer Support Associate works closely with the customer support team to meet service level agreements and uphold the company's reputation for excellent customer support.
Roles & ResponsibilitiesCustomer Assistance :● Respond promptly to customer inquiries via various channels such as phone, email, live chat, or social media.● Provide accurate and detailed information about products, services, policies, and procedures.● Assist customers in troubleshooting and resolving customer’s issues with products or services.● Ensure customer requests, concerns, and complaints are handled professionally and promptly.● Follow up with customers to ensure their issues have been resolved to their satisfaction.
Problem Resolution
:● Identify customer needs and determine the best course of action to resolveissues effectively.● Investigate and escalate complex customer issues to the appropriate internalteams for further assistance.● Collaborate with other departments to resolve customer complaints orcoordinate special requests.● Keep accurate records of customer interactions, transactions, comments, andcomplaints on the ticketing tool.
Customer Satisfaction
:● Maintain a high level of professionalism, empathy, and patience whileinteracting with customers.● Strive to exceed customer expectations and deliver personalised service toenhance customer loyalty.● Continuously evaluate and improve the customer experience by providingfeedback on processes, policies, and product improvements.● Seek opportunities to upsell or cross-sell products or services based oncustomer needs and preferences.
Communication and Teamwork
:● Collaborate with team members and share knowledge to ensure consistentand accurate customer support.● Communicate effectively with other departments to relay customer feedback,trends, and insights.● Participate in team meetings and training sessions to stay updated onproduct knowledge and customer service skills.● Contribute to a positive team environment by fostering open communication, mutual respect, and cooperation.
Documentation and Reporting
:● Maintain accurate and detailed records of customer interactions, inquiries, and resolutions in the customer support system.
Requirements● High school diploma or equivalent; associate or bachelor's degree is a plus.● Proven customer support experience or relevant customer service role.● Excellent verbal and written communication skills.● Strong problem-solving and decision-making abilities.● Empathetic and patient demeanour when dealing with customer issues or complaints.● Ability to handle a high volume of customer inquiries in a fast-paced environment.● Proficiency in using customer support software, ticketing systems, and CRM tools.● Ability to work independently as well as collaboratively within a team.● Flexibility to work in shifts and adapt to changing schedules as required.
LocationAndheri East, Mumbai
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