Help Desk Specialist

1 week ago

Kolkata, West Bengal, India beBeeCustomerSupport Full time ₹ 30,00,000 - ₹ 60,00,000
Job Overview

We are seeking a professional with strong communication skills, patience, and problem-solving abilities to handle both voice and non-voice customer 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.

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