▷ [3 Days Left] Customer Support Executive

3 weeks ago

Thane, India Acme Services Full time

Job Description Key Responsibilities: - Customer Assistance: - Provide timely and accurate responses to customer inquiries via phone, email, live chat, and other communication channels. - Assist customers with product or service-related questions, concerns, and issues, ensuring their satisfaction. - Troubleshoot and resolve technical issues, guiding customers through the solution process. - Order Management: - Process and track customer orders, returns, exchanges, and refunds. - Ensure that customer orders are fulfilled correctly and on time, and update customers on their order status. - Handle billing inquiries, including discrepancies, charges, and payment issues. - Problem Resolution: - Address customer complaints and concerns in a professional and empathetic manner, aiming for swift and effective resolutions. - Escalate complex issues to higher-level support or management, ensuring that they are addressed appropriately and promptly. - Follow up with customers to ensure they are satisfied with the resolution of their concerns. - Product Knowledge & Recommendations: - Maintain in-depth knowledge of company products and services to offer accurate guidance and suggestions to customers. - Provide product recommendations based on customer preferences and needs, enhancing their experience. - Customer Feedback: - Collect and record customer feedback, ensuring that valuable insights are shared with the relevant departments to improve products and services. - Suggest improvements to enhance the customer support experience based on direct feedback. - Documentation & Reporting: - Maintain accurate and updated customer records in CRM systems. - Document all customer interactions and support tickets to ensure efficient follow-ups and reference. - Prepare reports on customer support performance, such as call volume, resolution times, and customer satisfaction levels. - Team Collaboration: - Collaborate with other teams, including sales, technical support, and product teams, to resolve customer issues and improve service delivery. - Share customer feedback and insights to contribute to the development of new products or enhancements to existing services. - Adherence to Policies: - Ensure compliance with company policies, procedures, and customer service standards. - Stay updated on company product changes, service protocols, and industry best practices. Required Qualifications: - High school diploma or equivalent (Bachelor's degree preferred). - Proven experience in a customer service or support role, ideally in a call center or customer-facing environment. - Strong verbal and written communication skills. - Excellent problem-solving and troubleshooting abilities. - Ability to remain calm and professional in challenging situations. - Basic computer skills and experience with CRM systems (e.g., Zendesk, Freshdesk, Salesforce). - Strong multitasking skills and the ability to manage several tasks simultaneously. - A customer-first mindset with a passion for delivering exceptional service.

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