Customer Support Executive

2 weeks ago

Lucknow Uttar Pradesh, India Atrangii Network pvt ltd Full time

Job Description:
As a Customer Support Executive for our OTT (Over-The-Top) entertainment platform, you will be the frontline representative, providing exceptional support to our customers via both voice and chat channels. Your primary responsibilities will include resolving customer inquiries, technical issues, and providing assistance with account management.

Key Responsibilities:
1.Provide Exceptional Customer Service: Deliver prompt, friendly, and professional customer support via voice and chat channels, ensuring a positive experience for every interaction.

2. *Troubleshoot Technical Issues:* Assist customers with technical issues related to our OTT platform, including account access, streaming problems, billing inquiries, and device compatibility.

3. *Resolve Customer Inquiries:* Address customer queries regarding content availability, subscription plans, payment methods, and other platform-related concerns, ensuring accurate and timely resolution.

4. *Manage Customer Accounts:* Guide customers through account setup, password resets, subscription upgrades/downgrades, and cancellation processes, while adhering to company policies and procedures.

5. *Document and Escalate Issues:* Accurately document customer interactions and troubleshooting steps in the CRM system, escalating complex issues to the appropriate teams for further investigation and resolution.

6. *Stay Updated on Product Knowledge:* Maintain up-to-date knowledge of our OTT platform features, content offerings, promotional campaigns, and service updates to effectively assist customers and provide accurate information.

7. *Meet Performance Metrics:* Meet or exceed established performance metrics, including response time, resolution time, customer satisfaction ratings, and quality assurance standards.

8. *Collaborate with Cross-Functional Teams:* Collaborate with other departments such as Technical Support, Content Operations, and Billing to address customer issues, share feedback, and improve overall service delivery.

*Qualifications:*
- Previous experience in a customer support role, preferably in a voice and chat environment.
- Strong communication skills, with the ability to effectively articulate solutions to customers in a clear and concise manner.
- Excellent problem-solving abilities and a passion for delivering exceptional customer service.
- Familiarity with CRM systems and basic technical troubleshooting skills.
- Ability to multitask and work efficiently in a fast-paced environment.
- Flexibility to work non-traditional hours, including evenings, weekends, and holidays as needed.
- High school diploma or equivalent; Bachelor’s degree preferred.

Pay: ₹10,000.00 - ₹15,000.00 per month

**Benefits**:

- Flexible schedule

Schedule:

- Day shift

Supplemental pay types:

- Performance bonus

Application Question(s):

- are you currently in lucknow?

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- Customer service: 1 year (required)

**Language**:

- English (required)

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