Customer Support Executive- Chat Process

2 months ago

Pune, India Amber Internet solutions Full time

Sales

**Customer support Executive
- Chat Process**:

- Pune, Maharashtra | Full Time- If you are passionate about making international mobility and living seamless and accessible, then
- **Join us in building the future of student housing**.

**Individual responsibilities**:

- Respond promptly and professionally to incoming customer inquiries on chat.
- Maintain updated knowledge of the organisation's products, services, and customer service policies.
- Identify customer needs and help customers use specific features.
- Document customer interactions when necessary, compiling documents and forwarding information to interested parties.
- Explain simply and clearly in response to customer questions and check for customer understanding and acceptance.
- Recommend new products or services or make suggestions for improvements by identifying relevant features and benefits.
- Participate in training opportunities provided by the organisation.
- Establish and maintain good rapport with customers by using positive language and anticipating their needs.
- Assign tickets to respective associates/managers.
- Highlight discrepancies caused because of associate negligence,
- Maintain necessary SLAs for the smooth functioning of the department.
- Take total accountability for CSAT.

**Skills required**:

- Customer orientation and ability to adapt/respond to different types of characters.
- Excellent communication and problem-solving skills.
- Ability to multitask, prioritise, and manage time effectively.
- 2+ years of previous customer service experience is a plus.
- A friendly and welcoming manner with clients and other members of the customer service team
- Ability to explain complex concepts in a clear, straightforward manner to customers.
- Strong command of written and verbal English.
- Ability to maintain a calm and polite manner in stressful situations.
- Willingness to cooperate with customers and management to resolve any issues.
- Familiarity with our industry is a plus.
- Patience when handling tough cases.

**Qualifications**:

- Education level - Graduate
- A minimum 60% is required in academics

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