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Customer Support Executive

2 weeks ago

India Esyconnect Full time

**Overview**:
The Customer Support Executive plays a crucial role in ensuring customer satisfaction and retention. They are responsible for providing prompt and efficient support to customers, addressing their inquiries and issues, and representing the company's commitment to exceptional service.

**Key Responsibilities**:

- Resolving customer issues in a timely manner
- Providing product information and technical assistance
- Escalating complex issues to the appropriate departments
- Documenting customer interactions and issues
- Processing orders, returns, and exchanges
- Conducting customer satisfaction surveys
- Identifying and implementing process improvements for customer support
- Building and maintaining strong customer relationships
- Assisting with training new customer support representatives
- Monitoring customer complaints and identifying recurring issues
- Collaborating with other departments to ensure customer needs are met
- Adhering to company policies and procedures
- Meeting performance targets for response times and resolution rates
- Providing feedback to management on customer trends and issues

**Required Qualifications**:

- Bachelor's degree in Business or related field
- Proven experience in a customer support role
- Excellent communication and interpersonal skills
- Strong problem-solving abilities
- Empathetic and patient demeanor
- Ability to multitask and prioritize under pressure
- Familiarity with CRM systems and support software
- Knowledge of product/service offerings
- Attention to detail and accuracy
- Ability to work effectively in a team environment
- Flexibility to work shifts, including weekends and holidays
- Understanding of customer service principles and practices
- Ability to adapt to changes in processes and procedures
- Strong conflict resolution skills
- Commitment to continuous improvement and learning