Customer Support Associate

24 hours ago

Andheri Mumbai Maharashtra, India Pilgrim Full time

**Job Overview**:
The Customer Support Associate is responsible for providing exceptional customer service by addressing customer inquiries, resolving issues and ensuring customer satisfaction. This role involves effective communication, problem-solving, and maintaining a positive customer experience. The Customer Support Associate works closely with the customer support team to meet service level agreements and uphold the company's reputation for excellent customer support.

**Key Responsibilities**:
**Customer Assistance**:

- Provide accurate and detailed information about products, services, policies, and procedures.
- Assist customers in troubleshooting and resolving customer’s issues with products or services.
- Ensure customer requests, concerns, and complaints are handled professionally and promptly.
- Follow up with customers to ensure their issues have been resolved to their satisfaction.

**Problem Resolution**:

- Identify customer needs and determine the best course of action to resolveissues effectively.
- Investigate and escalate complex customer issues to the appropriate internalteams for further assistance.
- Collaborate with other departments to resolve customer complaints orcoordinate special requests.
- Keep accurate records of customer interactions, transactions, comments, and complaints on the ticketing tool.

**Customer Satisfaction**:

- Maintain a high level of professionalism, empathy, and patience whileinteracting with customers.
- Strive to exceed customer expectations and deliver personalised service toenhance customer loyalty.
- Continuously evaluate and improve the customer experience by providingfeedback on processes, policies, and product improvements.
- Seek opportunities to upsell or cross-sell products or services based oncustomer needs and preferences.

**Communication and Teamwork**:

- Collaborate with team members and share knowledge to ensure consistentand accurate customer support.
- Communicate effectively with other departments to relay customer feedback,trends, and insights.
- Participate in team meetings and training sessions to stay updated on product knowledge and customer service skills.
- Contribute to a positive team environment by fostering open communication, mutual respect, and cooperation.

**Documentation and Reporting**:

- Maintain accurate and detailed records of customer interactions, inquiries, and resolutions in the customer support system.

**Requirements**:

- High school diploma or equivalent; associate or bachelor's degree is a plus.
- Proven customer support experience or relevant customer service role.
- Excellent verbal and written communication skills.
- Strong problem-solving and decision-making abilities.
- Empathetic and patient demeanour when dealing with customer issues or complaints.
- Ability to handle a high volume of customer inquiries in a fast-paced environment.
- Proficiency in using customer support software, ticketing systems, and CRM tools.
- Ability to work independently as well as collaboratively within a team.
- Flexibility to work in shifts and adapt to changing schedules as required.

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

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Day shift
- Rotational shift
- Weekend availability

Application Question(s):

- How would rate yourself in spoken & written english communication?
- What is your current CTC?
- Would you be comfortable travelling to Andheri East for work, 6 days a week?
- Can you join us by 19th May, 2025?

**Experience**:

- total work: 1 year (required)

Work Location: In person

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