Customer Support Executive

1 day ago

Gurugram Haryana, India Waayslive Solution Full time

Customer Interaction:
Answer inbound calls or make outbound calls to customers.

Provide information, solve queries, or resolve complaints via voice communication.

Maintain a professional tone and clear communication at all times.

Issue Resolution:
Assist customers with troubleshooting issues, addressing product or service concerns.

Handle escalated queries from customers and find solutions promptly.

Product/Service Information:
Provide detailed information about the company’s products or services.

Upsell or cross-sell products based on customer needs (for sales-based voice processes).

Customer Support:
Support customers by offering guidance and explanations related to product use or service features.

Ensure that customers have a positive experience and are satisfied with the resolution provided.

Data Entry and Record Keeping:
Document customer interactions in the CRM system accurately, noting issues, actions taken, and outcomes.

Update customer records with relevant information, ensuring a thorough account of all interactions.

Adherence to KPIs:
Meet targets set for call handling, issue resolution time, customer satisfaction scores, and other performance metrics.

Feedback and Improvement:
Provide feedback to supervisors regarding customer insights and potential areas for service improvement.

Work in collaboration with team members and supervisors to improve customer service quality.

Skills and Qualifications:
Communication Skills: Excellent verbal communication skills with a clear, articulate voice and the ability to handle different types of customer queries effectively.

Listening Skills: Active listening skills to understand customer issues and provide appropriate solutions.

Problem-Solving Skills: Ability to think critically and resolve customer complaints or concerns efficiently.

Patience and Empathy: Maintain a calm and empathetic demeanor while dealing with customers, even in stressful situations.

Technical Skills (for technical support roles): Basic understanding of troubleshooting techniques, software, or specific technical processes depending on the industry.

Customer Focus: A strong customer-first mindset and dedication to providing high-quality service.

Multitasking: Ability to manage multiple tasks, including speaking with customers, documenting notes, and navigating systems simultaneously.

Teamwork: Ability to work well with others, both in a team and in coordination with other departments (e.g., technical support, sales).

Preferred Qualifications:
Experience: Previous experience in a voice-based role, customer service, sales, or technical support is a plus.

Education:

- Graduation

Languages: Proficiency in the required language(s) e.g., English and, sometimes, an additional regional language.

Pay: ₹25,000.00 - ₹30,000.00 per month

Schedule:

- Day shift

**Experience**:

- total work: 1 year (preferred)

Work Location: In person

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