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Customer Support Executive

3 weeks ago

Navi Mumbai Maharashtra, India TBC Services Pvt. Ltd. Full time

A customer support executive (CSE) is a person responsible for assisting customers over the phone with technical support and service issues.

**Duties**
- Maintain excellent customer satisfaction and review support tickets for appropriate resolution
- Provide customer support through phone and chat
- Work with other departments to resolve customer issues in a timely manner
- Serve as a point of contact for customer support and complaints
- Proactively identify, investigate, and resolve recurring customer support issues
- Maintain appropriate documentation and records of customer interactions
- Maintain appropriate files regarding each customer interaction
- Proactively gather and utilize customer feedback and suggestions
- Review customer satisfaction reports to ensure customers are satisfied with the support they receive
- Contribute to the development of future customer support processes
- Communicate effectively with peers and managers
- Communicate to customers during outbound phone calls
- Verifies customer requests are accurate and consistent

**Responsibilties**
- Answer inbound customer calls
- Handle renewals and cancellations
- Provide account information and status
- Provide workflow assistance
- Manage all customer issues and requests
- Develop and improve customer experience
- Work with IT and Finance teams to resolve customer issues
- Manage complaints

**Requirements and Skills**
- Bachelor’s degree in business, computer science or engineering, BBA, MBA
- 2+ years of experience in commercial support
- Excellent verbal and written communication, analytical and problem-solving skills
- Strong customer service skills
- Strong interest in IT products, SQL
- Knowledge of Excel, Word, and PowerPoint.
- Should know the languages Marathi, Hindi & English

**Job Types**: Full-time, Permanent

Pay: ₹15,000.00 - ₹30,000.00 per month

**Benefits**:

- Paid sick time
- Paid time off
- Provident Fund

Schedule:

- Day shift

Supplemental pay types:

- Performance bonus
- Yearly bonus

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 2 years (required)
- Customer service: 1 year (required)

**Language**:

- English (required)
- Marathi (required)
- Hindi (required)