Customer Service Representative

3 weeks ago

Hyderabad, Telangana, India Snaphunt Full time

The Position

  • We are seeking a highly motivated and skilled Customer Support Executive to join our team.

Key Responsibilities

You will be responsible for:

  • Providing prompt and accurate responses to customer inquiries through various channels.
  • Identifying customer needs and assisting them in utilizing specific features of our products or services.
  • Resolving product or service problems by clarifying customer complaints, determining root causes, and providing best solutions.
  • Routing customers for assistance if issues cannot be resolved directly.
  • Engaging with potential customers by addressing their inquiries and providing detailed information about our products or services.
  • Monitoring social media platforms for customer complaints and proactively reaching out to assist and resolve issues.
  • Sharing customer feedback, feature requests, and effective workarounds with team members to enhance overall customer support service.
  • Informing customers about new features, functionalities, and updates to our products or services.
  • Maintaining internal databases with technical concerns raised by customers and recording useful discussions to assist future interactions.
  • Following up with customers to ensure that technical issues reported are resolved satisfactorily.
  • Gathering customer feedback through surveys and sharing insights with relevant teams to improve overall customer experience.
  • Providing recommendations for potential products or services that could benefit customers.
  • Maintaining weekly reports on customer inquiries, responses, and feedback to develop customer service analytics and identify trends.
  • Assisting in peer training and providing support and guidance to enhance customer support skills.
  • Attending meetings with the technical team to discuss pending issues and updating daily reports in the Status group regarding unresolved points.
  • Managing support emails efficiently to ensure timely responses and resolutions to customer queries.
  • Communicating with clients after resolving their issues to confirm satisfaction and closure.
  • Ensuring that all assigned tickets are closed by the end of the day, providing timely resolution to customer issues.

Requirements

  • At least 1 year of experience in a Customer Service or Customer Success role, ideally within the IT Services, Other Services, and Software sectors.
  • Working knowledge of email management, communication, nonvoice, voice, and troubleshooting.
  • Highly goal-driven and able to work well in fast-paced environments.
  • Strong analytical skills and comfortable dealing with numerical data.
  • A self-starter with a high level of resilience.
  • Experience in a related field.
  • Experience using help desk software and remote support tools.
  • Understanding of how CRM systems work.
  • Well-developed verbal and written communication skills.
  • Good organizational skills and effective multitasking abilities.
  • Excellent problem-solving abilities.

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