Customer Support Representative

2 weeks ago

Coimbatore, India Katomaran Technologies Private Limited Full time

**Role**:
The Customer support representative will be responsible for identifying the issue with the customers and routing them to the available engineer, when necessary. They will create, and manage tickets for the issues that the customer contacts. They will act as the first point of contact. Ensure customer satisfaction/experience stays a priority. Manage high visibility exceptions and can work with cross-functional teams to provide the best solutions.

**Responsibilities**:

- Handle outbound calls of Singapore clients.
- Resolve queries on a ticketing platform.
- Provide excellent experience to the clients.
- Maintaining a quality score of 90% and above throughout.
- Escalate issues and seek advice when faced with complex issues/problems.
- Ensure process controls are in place; Maintain, validate and update process documentation as applicable to ensure compliance with documentation requirements.
- Must be able to propose process improvement ideas that can reduce time, improve accuracy or enhance controls.
- Ensure and maintain the security and confidentiality of client data.
- Ensure Customer Satisfaction.
- Perform pre-call analysis and check the status by calling.
- Assess and resolve inquiries, requests, and complaints through calling to ensure that client inquiries are resolved at the first point of contact.

**Requirements**:

- Should have Minimum Degree/ Diploma.
- Excellent communication and listening skills with good command of the English language.
- Should have knowledge of MS Office.
- Prior experience with customer service and call centers in relevant job roles.
- Should be able to communicate effectively.
- Good knowledge of CRM practices and systems.
- Strong multitasking, time management, and target achieving skills.

**Benefits**:

- Medical insurance
- Paid sick time
- Paid time off
- Awards and Incentives

**Supplemental Pay**:

- Yearly bonus
- Night shift allowance

Work Experience: Fresher / 1 year (required)

**Location**:Coimbatore

**Speak with the employer**:
+91-XXXXXXXXXX

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

**Salary**: ₹8,000.00 - ₹12,000.00 per month

**Benefits**:

- Health insurance
- Paid sick time
- Paid time off

Schedule:

- Rotational shift

Supplemental Pay:

- Shift allowance
- Yearly bonus

Ability to commute/relocate:

- Peelamedu, Coimbatore - 641004, Tamil Nadu: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- total work: 1 year (preferred)

**Speak with the employer**

+91-XXXXXXXXXX

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