Customer Support Executive

5 months ago

Surat Gujarat, India eZee Technosys Full time

**Overview**:
Yanolja Cloud Solution Pvt. Ltd. (YCS); formerly eZee Technosys, is a global end-to-end hospitality technology provider specializing in solutions for small and medium sized accommodation businesses.

With more than 390+Team members, 17+ years of experience, YCS currently has 33,000+ customers in over 170 countries, with 50+ supported languages in our software, and a 24/7 support network to match. We have a Local teams in 9+ countries including India, Thailand, Indonesia, Philippines, Sri Lanka, South Africa, Tanzania, Uganda, USA and counting.

As a Chat Support Executive, you will play a vital role in providing exceptional customer service through written communication channels, such as chat and instant messaging. Your primary responsibility will be to assist customers, address their inquiries, resolve issues, and ensure a positive customer experience. You will work closely with the Support TL & HOD and other team members to maintain high service quality standards.

**Key Responsibilities**:
**Customer Interaction**:

- Respond to customer inquiries and issues via chat in a professional, courteous, and efficient manner.
- Provide timely and accurate information to resolve customer queries and concerns.
- Offer assistance with product information, troubleshooting, and technical support as needed.
- Someone who has knowledge of Accounting and Tally too.
- **
Problem Solving**:

- Analyze customer issues and identify appropriate solutions or escalations when necessary.
- Troubleshoot and resolve common customer problems, guiding customers through step-by-step processes.
- **
Quality Assurance**:

- Maintain a high level of accuracy and consistency in communication to ensure a positive customer experience.
- Follow company guidelines and best practices for chat support.
- Continuously improve product knowledge to better assist customers.
- **
Documentation**:

- Document and summarize customer interactions, including issues, solutions, and feedback.
- Maintain organized records of chat conversations for future reference and analysis.
- **
Team Collaboration**:

- Collaborate with team members and the Support TL & HOD to ensure a cohesive and efficient customer support operation.
- Share insights, customer feedback, and suggestions to enhance service quality.
- **
Adherence to Policies**:

- Strictly adhere to company policies, procedures, and guidelines.
- Maintain confidentiality regarding customer information and sensitive data.

**Qualifications and Skills**:

- High school diploma or equivalent; additional education or certification is a plus.
- Strong written communication skills with impeccable grammar and spelling.
- Good understanding of the products or services the company offers.
- Ability to multitask, stay organized, and work under pressure.
- Excellent problem-solving skills and the ability to think on your feet.
- Familiarity with chat software and customer relationship management (CRM) systems is a plus.
- Empathy, patience, and a customer-centric approach to service.
- Willingness to work in shifts, including evenings and weekends, as required.

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