Customer Support Representative

3 months ago


Mumbai Maharashtra, India HR POWER PAK Full time

**Job Title**: Customer Support Representative

**Reports to**: Customer Support Manager / Team Leader

Note: It is a night shift job

Location: Kandivali

**Job Summary**:
**Key Responsibilities**:1. Respond to Customer Inquiries**:

- Provide accurate information about products, services, policies, and procedures.
- Assist customers with product usage, troubleshooting, and other technical or operational concerns.

**2. Issue Resolution**:

- Identify and resolve customer complaints or concerns by offering appropriate solutions.
- Escalate complex or unresolved issues to higher-level support, ensuring follow-up until resolution.
- Keep detailed records of customer interactions, including inquiries, complaints, comments, and actions taken.

**3. Product Knowledge**:

- Maintain up-to-date knowledge of the company’s products, services, and offerings.
- Offer product recommendations and guide customers in selecting the most suitable options based on their needs.
- Stay informed about any product or service changes, updates, or promotions to provide accurate information to customers.

**4. Documentation & Reporting**:

- Log all customer interactions in the company’s CRM system or customer support software.
- Generate reports on customer feedback, issues, and trends to identify areas for improvement.
- Provide suggestions to the team on improving customer experience based on common inquiries and complaints.

**5. Problem Solving**:

- Diagnose technical issues by asking relevant questions and offering step-by-step guidance to customers.
- Use available resources (knowledge base, FAQs, internal support tools) to resolve customer problems efficiently.
- Collaborate with other departments (technical support, sales, operations) to solve complex issues.

**6. Customer Follow-up**:

- Ensure timely follow-up with customers to confirm resolution and satisfaction.
- Keep customers informed about the status of their inquiries, especially if further action or escalation is required.
- Strive to exceed customer expectations by providing personalized and attentive service.

**7. Customer Retention & Relationship Management**:

- Build and maintain positive relationships with customers by understanding their needs and ensuring a pleasant support experience.
- Identify opportunities to enhance customer satisfaction and retention through upselling or cross-selling relevant products/services.
- Handle sensitive customer issues with empathy and professionalism, ensuring mínimal disruption to the customer relationship.

**Skills & Qualifications**:

- **Education**: High school diploma or equivalent. A degree in communications, business, or a related field is a plus.
- **Experience**: Previous experience in customer service, customer support, or a related role is preferred.
- **Communication Skills**: Excellent verbal and written communication skills, with the ability to simplify complex information for customers.

Pay: ₹15,000.00 - ₹30,000.00 per month

**Experience**:

- Customer service: 1 year (preferred)

**Language**:

- English (preferred)

Work Location: In person

**Speak with the employer**
+91 8452950795



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