Customer Support Specialist

4 weeks ago

Noida, Uttar Pradesh, India LEUTE PEN INDIA PRIVATE LIMITED Full time
Job Summary

We are seeking a highly skilled and customer-focused Customer Support Specialist to join our team at LEUTE PEN INDIA PRIVATE LIMITED. As a key member of our international support team, you will be responsible for providing exceptional customer service and support to our global customer base.

Key Responsibilities
  • Customer Service: Provide timely and accurate responses to customer inquiries and issues via multiple communication channels.
  • Technical Support: Assist customers with product inquiries, technical troubleshooting, and account management.
  • Complaint Resolution: Handle and resolve customer complaints in a professional and empathetic manner.
  • Knowledge Management: Maintain in-depth knowledge of company products, services, and policies to provide comprehensive support.
  • Sales and Upselling: Upsell and cross-sell products or services to maximize sales opportunities.
  • Administrative Tasks: Perform administrative tasks related to customer accounts and inquiries.
  • Knowledge Base Management: Contribute to the creation and maintenance of knowledge base articles and support resources.
  • Training and Development: Participate in continuous training and professional development to enhance customer service skills.
  • Proactive Outreach: Engage in proactive customer outreach to gather feedback and identify areas for improvement.
  • Performance Metrics: Meet and exceed key performance indicators related to customer satisfaction, response times, and resolution rates.
  • CRM Management: Utilize customer relationship management (CRM) systems to accurately document interactions and manage customer data.
  • Special Projects: Assist with special projects and initiatives aimed at improving the overall customer experience.
  • Compliance: Adhere to international compliance regulations and privacy laws during customer interactions.
Requirements
  • Language Skills: Fluency in English and at least one other international language.
  • Experience: Prior experience in a customer service or support role, preferably in an international setting.
  • Problem-Solving Skills: Proven ability to effectively handle difficult customer situations with diplomacy and tact.
  • Communication Skills: Excellent verbal and written communication skills with the ability to convey complex information in a clear and concise manner.
  • Organizational Skills: Strong organizational and multitasking abilities with a keen attention to detail.
  • Customer Focus: Empathetic and customer-focused attitude with a passion for delivering outstanding service.
  • Technical Skills: Proficiency in using customer support software, helpdesk systems, and CRM platforms.
  • Adaptability: Ability to adapt to changing priorities and work schedules to accommodate international time zones.
  • Cultural Awareness: Knowledge of international culture and business etiquette to effectively communicate with a diverse customer base.
  • Education: High school diploma or equivalent; additional education or certifications in customer service or language fluency is a plus.
  • Flexibility: Willingness to work flexible hours, including weekends and holidays, as required in an international support role.
  • International Knowledge: Understanding of international trade regulations, customs, and import/export processes is advantageous.
  • Confidentiality: Commitment to upholding confidentiality and data protection standards for international customer data.

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