Customer Support Representative

15 hours ago

Thiruvananthapuram, Kerala, India beBeeCommunication Full time ₹ 3,20,000 - ₹ 4,80,000

Customer Support Role Overview

We are seeking a highly skilled and professional customer support representative to handle both voice and non-voice interactions.

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 the 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 the 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.

Working hours: Flexibility to work in shifts, including evenings, weekends, and holidays if required.

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