Customer Support Advisor

2 weeks ago

Chandigarh Chandigarh, India SGK Business Support Services Full time

**Key Responsibilities**:

- **Customer Interaction**:

- Provide clear and accurate information regarding products, services, and policies.
- Address customer concerns and issues in a friendly, professional, and empathetic manner.
- Manage high-volume inquiries while maintaining high-quality service.
- **Problem Resolution**:

- Troubleshoot and resolve customer complaints and technical issues, escalating when necessary.
- Investigate and follow up on customer issues to ensure resolution and satisfaction.
- Work closely with other teams (e.g., technical support, billing) to resolve complex customer issues.
- **Order & Account Support**:

- Assist customers with order processing, including checking order status, providing tracking information, handling returns, exchanges, and refunds.
- Update customer accounts and ensure all details are accurate and up to date.
- Help customers navigate through the website or mobile app to make purchases or access account features.
- **Customer Education**:

- Provide product demonstrations and explain key features to ensure customers fully understand how to use products or services.
- Offer self-service solutions, tutorials, and FAQs to empower customers to resolve simple issues independently.
- **Feedback & Reporting**:

- Collect customer feedback and relay important insights to the management team for service improvements.
- Track customer interactions and ensure all information is accurately logged in the customer relationship management (CRM) system.
- Monitor customer satisfaction through surveys and follow-up communications.
- **Collaboration & Teamwork**:

- Work closely with team members and other departments to ensure a smooth and positive customer experience.
- Participate in team meetings, training sessions, and knowledge sharing to improve customer service processes.
- Share best practices and lessons learned to continually improve customer support quality.
- **Maintaining Knowledge**:

- Stay informed about product updates, company policies, and industry trends to provide accurate and up-to-date information to customers.
- Continuously improve knowledge of customer support tools and techniques to enhance service efficiency.

**Qualifications**:

- High school diploma or equivalent; some college education preferred.
- Previous experience in customer service or a customer-facing role is highly desirable.
- Strong communication skills, both verbal and written.
- Ability to handle difficult situations with professionalism and patience.
- Basic technical aptitude to troubleshoot and resolve customer issues.
- Familiarity with CRM systems and customer service tools (e.g., Zendesk, Freshdesk).
- Proficient in Microsoft Office or Google Suite.
- Ability to manage time effectively and multitask in a fast-paced environment.

**Preferred Skills**:

- Experience in the specific industry (e.g., e-commerce, technology, telecommunications).
- Knowledge of support ticket systems and workflow management.
- Familiarity with customer service metrics and key performance indicators (KPIs).

Pay: From ₹20,000.00 per month

Schedule:

- Night shift
- UK shift

Supplemental Pay:

- Overtime pay

**Experience**:

- total work: 2 years (preferred)

Work Location: In person

Application Deadline: 16/12/2024

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