Customer Support Associate

1 week ago

Gurugram, India Ghrs Training Full time

Job Description Responsibilities: - Customer Interaction: - Handle a high volume of inbound and outbound customer calls in a professional, courteous, and efficient manner. - Actively listen to customers to understand their needs, concerns, and issues. - Provide clear, concise, and accurate information regarding products, services, policies, and procedures. - Effectively de-escalate calls with frustrated or irate customers, maintaining a calm and empathetic demeanor. - Ensure a positive customer experience on every call. - Issue Resolution & Troubleshooting: - Identify, diagnose, and resolve customer issues related to products, services, billing, technical problems, or general inquiries. - Guide customers through troubleshooting steps or provide solutions based on established procedures and knowledge base articles. - Collaborate with other departments (e.g., Technical Support, Sales, Billing) to resolve complex customer issues that require cross-functional assistance. - Documentation & Data Management: - Accurately document all customer interactions, inquiries, and resolutions in the Customer Relationship Management (CRM) system. - Maintain and update customer records with relevant information. - Ensure compliance with data protection regulations and company policies while handling sensitive customer information. - Performance & Quality: - Meet or exceed individual and team performance targets and Key Performance Indicators (KPIs) such as average handling time, first call resolution, customer satisfaction (CSAT), and quality scores. - Adhere to established service level agreements (SLAs) and quality standards. - Actively participate in training sessions, coaching, and feedback sessions to continuously improve performance and skills. - Product Knowledge & Continuous Improvement: - Develop and maintain a comprehensive understanding of the company's products, services, and internal processes. - Stay updated on new product releases, service changes, and policy updates. - Identify recurring customer issues and provide feedback to management for process improvements or product enhancements. Qualifications: - Education: High school diploma or equivalent is required. A Bachelor's degree is a plus. - Experience: Previous experience in a customer service role, particularly in a call center or voice process environment, is preferred. Freshers with excellent communication skills are also encouraged to apply. - Language Proficiency: - Excellent verbal communication skills in English (neutral accent preferred). - Proficiency in Hindi and/or a regional language (e.g., Telugu, Kannada, Tamil, Malayalam) relevant to the target customer base will be an added advantage. - Technical Skills: - Basic computer literacy and proficiency in using Microsoft Office Suite (Word, Excel). - Familiarity with CRM software and other customer support tools/ticketing systems. - Good typing speed and accuracy.

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