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Customer Support Representative

3 weeks ago

Kochi, India Thomsun Group Full time

**Responsibilities**:

- Assist all Audiovisual customers and incoming inquiries as required
- Communicate directly with customers either by telephone, chat, on line requests, or service requests
- Respond to customer inquiries, complaints, and service requests within specified department metrics
- Handle and resolve or appropriately escalate customer complaints to achieve high customer satisfaction interaction scores
- Obtain and evaluate all relevant information to handle inquiries and complaints
- Provide customers with presales product and service information
- Provide support to customers to help resolve potential account issues, including research of online purchases
- Communicate and coordinate with internal departments as required
- Provide Return Material Authorizations (RMA) in accordance with warranty standards, internal policies or for approved sales returns
- Coordinate the handling of RMA, and service requirements through the distribution channel

**Qualifications**:

- Communication skills - English, verbal and written.
- Problem analysis and problem-solving
- Attention to detail and accuracy
- Ability to translate support transactions and provide data collection to categorize interactions
- Adaptable, initiative, tolerant, empathetic, and with a positive approach to customer's needs

**Education / Experience**:

- High school diploma, general education degree or equivalent
- Advanced Knowledge of customer service principles and practices
- Advanced Knowledge of configuring and troubleshooting Windows and MAC based computers
- Knowledge of music instruments and audiovisual products