Customer Support Associate
1 month ago
**Providing Product/Service Information**: Offering detailed information about the company's products or services, including features, benefits, pricing, and availability.
- **Troubleshooting Technical Issues**: Assisting customers with technical problems related to products or services, troubleshooting software or hardware issues, and providing solutions or escalating complex problems to the appropriate department.
- **Handling Returns and Refunds**: Processing returns, exchanges, refunds, and replacements according to the company's policies and procedures.
- **Managing Customer Accounts**: Updating customer account information, tracking interactions, and maintaining accurate records of customer inquiries, feedback, and resolutions in the customer relationship management (CRM) system.
- **Providing Technical Support**: Offering technical assistance to customers experiencing difficulties with products or services, including installation, configuration, and usage guidance.
- **Escalating Issues**: Escalating unresolved or complex customer issues to higher-level support or management for further investigation and resolution.
- **Identifying Trends and Patterns**: Analyzing customer feedback and inquiries to identify recurring issues or patterns and providing insights to improve products, services, or processes.
- **Upselling and Cross-Selling**: Identifying opportunities to upsell or cross-sell additional products or services based on customer needs and preferences.
- **Maintaining Professionalism**: Interacting with customers in a professional, empathetic, and courteous manner, ensuring positive customer experiences and building trust and loyalty.
- **Meeting Performance Targets**: Meeting or exceeding key performance indicators (KPIs) such as response time, resolution time, customer satisfaction scores, and first-contact resolution rates.
- **Continuous Learning and Development**: Staying updated on product knowledge, industry trends, and customer service best practices through training programs, workshops, and self-study.
- **Collaborating with Other Departments**: Liaising with other departments such as sales, marketing, and product development to communicate customer feedback, share insights, and coordinate efforts to improve overall customer satisfaction.
- **Documentation and Reporting**: Documenting customer interactions, resolutions, and feedback accurately and preparing regular reports on customer support metrics and performance.
- **Adhering to Policies and Procedures**: Following company policies, procedures, and guidelines related to customer support operations, data privacy, and security protocols.
Overall, Customer Support Executives play a crucial role in maintaining positive customer relationships, resolving issues promptly, and contributing to the overall success and growth of the company.
**Salary**: ₹16,499.00 - ₹26,456.00 per month
**Benefits**:
- Flexible schedule
- Health insurance
- Paid sick time
- Provident Fund
Schedule:
- Monday to Friday
Supplemental pay types:
- Performance bonus
Work Location: In person
**Speak with the employer**
+91 8660089500
Expected Start Date: 12/04/2024
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