Customer Support Executive
2 weeks ago
Job Description Key Responsibilities - Handle inbound and outbound customer contacts (phone, email, chat, social media) and respond to inquiries in a timely and accurate manner. - Troubleshoot and resolve customer issues; escalate more complex problems to other teams when necessary. - Provide customers with information about products/services, guide them on usage or policy, and ensure their understanding. - Record and log customer interactions, maintain accurate customer histories in CRM or help-desk tools. - Gather customer feedback and insights, and share with relevant internal teams (product, operations, sales) to improve processes and offering. - Meet or exceed key support metrics such as first-contact resolution, customer satisfaction, response time. - Work collaboratively with other departments (sales, product development, operations) to ensure end-to-end customer satisfaction. - May be required to work in shifts (including evenings/nights), handle workload during busy periods, and adhere to company policies and standards. Required Skills & Experience - Bachelor's degree or equivalent (in business, communications, or related field) is preferred. - Strong verbal and written communication skills in English (additional regional languages are a plus). - Good problem-solving skills, ability to remain calm under pressure, and a customer-centric attitude. - Experience with CRM, ticketing systems or help-desk tools. - Ability to multitask, manage time effectively, and maintain accurate records. - Familiarity with MS Office (Excel, Word) and basic computer literacy. - Flexibility to work in shifts (if required by business). Desired (Optional) - Experience in [industry specific: e.g., e-commerce, SaaS, telecom, aviation]. - Multilingual proficiency (especially helpful in diverse markets). - Prior experience in technical support or using specific software/tools relevant to business. - Ability to train/mentor junior staff or take part in process improvement initiatives. Key Performance Indicators (KPIs) - Customer satisfaction score (CSAT) - First contact resolution rate - Average response / resolution time - Tickets handled per shift / day - Escalation rate - Feedback or referral rate Contact : Rinkal Kothiya 98249 45442 [Confidential Information]
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