Customer Support Specialist

6 days ago


Hyderabad, Telangana, India Ivy comptech Full time

About the Role

We are seeking a highly skilled and motivated Customer Support Advisor to join our team at Ivy Comptech. As a key member of our customer support team, you will be responsible for providing exceptional customer service and support to our customers across multiple contact channels.

Key Responsibilities

  • Provide award-winning customer service and support through all communication channels, including voice, email, and live chat.
  • Improve and optimize customer value by maximizing customer conversion and retention opportunities.
  • Develop expertise in multiple products and services, with a focus on delivering exceptional customer experiences.
  • Stay up-to-date with company marketing initiatives and customer support functions and processes.
  • Maintain open and transparent communication within the team and with customers.
  • Proactively escalate any issues that may affect the customer experience.
  • Provide first-time resolution to customer contacts, taking into account the commercial value of each contact.
  • Escalate complex customer inquiries to senior customer advisors and relay outcomes to customers.
  • Maintain a high level of quality and assurance, meeting and exceeding department KPIs.

Qualifications and Educational Requirements

  • High school diploma or equivalent required; bachelor's degree preferred.

Specialist Skills and Experience Required

  • Contact centre and customer service experience an advantage.
  • Fluent in English, written and spoken, to an excellent standard.
  • Great attitude and desire to help customers.
  • Reliable with a strong work ethic.
  • Flexible approach to work schedules and shift patterns.
  • Able to react to company needs.
  • Proactive and 'can-do' approach.
  • Confidence to interact with customers through various communication methods.
  • Ability to work independently and within a team.


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