Back Office Executive
4 days ago
Role & responsibilities
- Identify customer needs, clarify information, and provide appropriate solutions or alternatives.
- Troubleshoot technical issues and guide customers through problem-solving steps.
- Handle customer complaints and escalate complex issues to the appropriate department for resolution.
- Maintain accurate records of customer interactions and transactions, including details of inquiries, complaints, and actions taken.
- Follow up with customers to ensure their concerns are resolved satisfactorily and provide feedback on outcomes.
- Collaborate with other departments such as Sales, Product Development, and Technical Support to address customer needs and improve service delivery.
- Stay updated on product features, policies, and procedures to provide accurate information to customers.
- Participate in training sessions and meetings to enhance product knowledge and customer service skills.
- Contribute to the development of customer support resources, including FAQs, knowledge base articles, and troubleshooting guides.
- Assist in monitoring customer satisfaction metrics and identify opportunities for improvement.
- Adhere to company policies and procedures, including quality standards and service level agreements.
- Maintain confidentiality of customer information and sensitive company data.
- Proven experience in customer service or a related field, preferably in a call center or support center environment.
- Excellent communication skills, both verbal and written, with the ability to convey information clearly and effectively.
- Strong interpersonal skills and the ability to empathize with customers and understand their perspectives.
- Ability to remain calm and composed under pressure, especially when dealing with challenging or irate customers.
- Proficiency in using customer support software, CRM systems, and other relevant tools.
- Problem-solving skills and the ability to think critically to resolve customer issues.
- Attention to detail and accuracy in documenting customer interactions and troubleshooting steps.
- Flexibility to work in shifts and adapt to changing schedules or priorities.
- High school diploma or equivalent; additional education or certification in customer service or a related field is a plus.
Pay: ₹22,000.00 - ₹25,000.00 per month
**Benefits**:
- Food provided
- Health insurance
- Provident Fund
Schedule:
- Day shift
- Morning shift
Supplemental pay types:
- Performance bonus
- Yearly bonus
**Education**:
- Bachelor's (required)
**Experience**:
- total work: 1 year (required)
Work Location: In person
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