Customer Support Specialist

4 weeks ago

Pune, Maharashtra, India Finding Candidates Full time
Customer Support Role at Wavehire
Job SummaryThe Customer Support Executive (International Process) plays a vital role in ensuring customer satisfaction and retention for our international clients. They are responsible for providing exceptional customer service, resolving inquiries, and maintaining a positive brand image. This role is crucial in nurturing strong customer relationships and driving business growth through customer retention and advocacy.Key Responsibilities
  • Manage and respond to customer inquiries via phone, email, and chat in a timely and professional manner
  • Resolve customer complaints and issues effectively and efficiently
  • Provide product and service information to customers
  • Handle and resolve customer escalations with empathy and a problem-solving mindset
  • Ensure high levels of customer satisfaction through excellent customer service
  • Document customer interactions and transactions accurately
  • Follow up with customers to ensure their concerns are resolved
  • Collaborate with internal teams to address customer needs and inquiries
  • Identify and escalate priority issues to the appropriate teams
  • Stay updated on product knowledge and company policies
  • Contribute to the continuous improvement of customer support processes
  • Adhere to established performance metrics and KPIs
  • Provide feedback on the efficiency of the customer service process
  • Assist in training and onboarding new customer support team members
  • Adhere to compliance and regulatory requirements in customer interactions
Required Qualifications
  • Bachelor's degree in a related field or equivalent work experience
  • Proven experience in a customer support or service role, preferably in an international process
  • Excellent verbal and written communication skills in English (additional languages may be a plus)
  • Strong problem-solving abilities and a proactive approach to handling customer issues
  • Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
  • Empathetic and patient attitude towards customer concerns and inquiries
  • Good understanding of customer satisfaction and the ability to maintain a positive customer experience
  • Proficiency in using customer support software and tools
  • Ability to work flexible shifts, including evenings, weekends, and holidays
  • Strong attention to detail and accuracy in documenting customer interactions
  • Ability to work effectively in a team and collaborate with internal departments
  • Understanding of cultural nuances and diversity when interacting with international customers
  • Knowledge of customer relationship management (CRM) systems is a plus
  • Familiarity with relevant industry regulations and compliance standards
  • Ability to adapt to changes in processes and procedures

Key skills for this role include international process, empathy, time management, knowledge of CRM systems, customer service, communication, teamwork, cultural awareness, problem-solving, customer support, adaptability, verbal and written communication, multitasking, and attention to detail.

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