Customer Support Executive

5 days ago

Bengaluru India Squared Circle E-Com Pvt. Ltd Full time

Job Description

We are hiring Please share your CVs to [Confidential Information]

Experience: 0-2 Years

Job Overview:

We are seeking an English Customer Support Representative to handle both voice and non-voice interactions. This role requires a professional with strong communication skills, patience, and problem-solving abilities. The ideal candidate will be able to respond to customer inquiries, resolve issues, and provide top-notch service in English, across various communication channels, including phone, email, and chat.

Key Responsibilities:

- Voice Support:
- Respond to inbound customer calls in a professional and friendly manner, addressing inquiries, complaints, and technical issues.
- Provide clear, accurate, and timely information regarding products and services inEnglish.
- Assist customers in troubleshooting problems and guiding them through solutions over the phone.
- Maintain a high level of service excellence on all calls.
- Non-Voice Support:
- Handle customer support requests via email, live chat, and other digital channels, ensuring prompt and accurate responses.
- Maintain thorough documentation of customer interactions and resolutions in English.
- Collaborate with other departments (e.g., technical, sales, or billing teams) to address complex customer issues.
- Issue Resolution:
- Effectively resolve customer issues in a timely and professional manner, ensuring customer satisfaction.
- Identify recurring issues and collaborate with the appropriate teams to suggest improvements.
- Multitasking and Efficiency:
- Manage multiple customer inquiries simultaneously across voice and non-voice channels without compromising the quality of service.
- Maintain key performance metrics such as response time, resolution time, customer satisfaction, and first call resolution.
- Knowledge Management:
- Stay up to date with the companys products, services, and policies.
- Provide accurate feedback to management on common customer issues or areas for improvement.

Requirements:

- Language Proficiency:
- Fluent in English (written and spoken), with the ability to communicate clearly and professionally in the language.
- Experience:
- Previous experience of 0-2 years in customer support or a related field is required.
- Experience handling both voice and non-voice customer interactions (calls, chats, emails) is a plus.
- Skills:
- Strong communication and active listening skills.
- Excellent problem-solving abilities and attention to detail.
- Ability to work efficiently under pressure and in a fast-paced environment.
- Ability to multitask and manage time effectively.
- Empathy and patience when dealing with customer concerns.
- Technical Skills:
- Familiarity with customer support software (e.g., CRM, chat tools, etc.) is a plus.
- Basic knowledge of troubleshooting and technical support is advantageous.
- Working Hours:
- Flexibility to work in shifts, including evenings, weekends, and holidays if required.

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