Customer Engagement Specialist

4 days ago

Kanpur, Uttar Pradesh, India beBeeCustomer Full time ₹ 3,60,000 - ₹ 7,20,000
Job Overview">

We are seeking a professional with strong communication skills, patience and problem-solving abilities to handle customer inquiries, resolve issues and provide top-notch service in English across various channels.

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 in English.
  • 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 company's 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 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.

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