Customer Support

2 days ago

Hebbal Bengaluru Karnataka, India Mikrotek Machines Ltd. Full time

**Key Roles and Responsibilities**:
**1. Customer Interaction and Communication**
- Listen actively to customer concerns, demonstrate empathy, and ensure timely resolution.
- Maintain a positive and professional tone across all customer interactions.

**2. Query Resolution and Complaint Handling**
- Understand customer needs and provide accurate information or suitable solutions.
- Record, track, and follow up on customer complaints to ensure closure within defined timelines.
- Escalate complex issues to higher authorities or relevant departments where necessary.
- Ensure that all customer queries are resolved in compliance with company policies.

**3. Product and Service Knowledge**
- Acquire and maintain in-depth knowledge of company products, services, processes, and policies.
- Provide customers with accurate information, guidance, and product usage support.
- Stay updated with product changes, new launches, and promotional activities.

**4. Documentation and Reporting**
- Maintain detailed and accurate records of customer interactions in the CRM or ticketing system.
- Prepare periodic reports on customer feedback, common issues, and service metrics.
- Ensure confidentiality and data protection in handling customer information.

**5. Performance and Quality Management**
- Achieve individual and team performance targets including response time, resolution rate, and customer satisfaction scores.
- Adhere to quality standards, communication scripts, and service protocols.
- Participate in ongoing training and development programs to enhance product knowledge and service skills.

**6. Team Coordination and Collaboration**
- Coordinate with internal departments such as Sales, Technical Support, and Logistics to ensure smooth resolution of customer issues.
- Provide feedback and insights from customer interactions to improve products and processes.
- Support team members in achieving collective goals and maintaining a positive work environment.

**7. Customer Relationship Management**
- Build and maintain long-term relationships with customers through consistent service excellence.
- Promote customer loyalty by ensuring a positive experience at every touchpoint.
- Collect and report customer feedback to aid continuous improvement initiatives.

Pay: Up to ₹25,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund

Work Location: In person

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