Urgent Search: Customer Support Associate

3 weeks ago

Gurgaon, Haryana, 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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