Customer Support Executive

1 week ago

Surat Gujarat, India Knovator Technologies PVT.LTD Full time

**Job Title - Customer Support Executive.**
**Location - Surat (on-site )**
**Experience -3+4 years**

**Responsibilities**:

- **Onboarding**:Ensure smooth onboarding of new customers/clients also Ensure timely delivery of customized features committed to specific clients
- **Escalation Handling**: Manage and resolve escalated customer issues, ensuring high satisfaction.
- **Customer Feedback**: Gather and analyze customer feedback to identify areas for improvement.
- **Customer Satisfaction**: Implement strategies to improve customer satisfaction and loyalty.
- **Customer Advocacy**: Act as a voice for the customer within the company, ensuring their needs and concerns are addressed.
- **Knowledge Base Management**: Maintain and update a comprehensive knowledge base for both customers and support agents.
- **Metrics and KPIs**: Track and report on key performance indicators (KPIs) such as ticket volume, response time, resolution time, and customer satisfaction scores.
- **Insights and Recommendations**: Provide insights and recommendations based on support data to inform business decisions.
- **Cross-Department Coordination**: Work closely with product, development, sales, and marketing teams to ensure a seamless customer experience.
- **Feedback Loop**: Ensure customer feedback is communicated to relevant teams for product improvement and feature requests.
- **Monthly Feedback Meetings**: Schedule a monthly meeting with the clients to understand their issues/needs to manage a smooth and longer relationship with the client.
- **Sales mindset**: Proactively identify and recommend additional products or services that meet customer needs, while maintaining a customer-centric approach to build trust and enhance overall satisfaction.

**Qualifications**:

- Bachelor's degree in Business Administration, Information Technology, or a related field.
- 3+ years of experience in customer support or customer success roles, with at least 1 year in a managerial position.
- Experience with SaaS products and an understanding of the SaaS business model and metrics.
- Proficiency with customer support software and CRM tools
- Excellent communication and interpersonal skills to effectively interact with customers, stakeholders, and team members.
- Ability to analyze customer data and feedback to identify trends and areas for improvement.
- Strong problem-solving skills and the ability to handle high-pressure situations with a calm and methodical approach.
- Passion for delivering exceptional customer experiences and a deep understanding of customer needs and pain points.
- Willingness to work flexible hours to accommodate different time zones.
- Knowledge of sales techniques and the ability to identify and act on upsell and cross-sell opportunities within customer interactions.

Pay: ₹30,000.00 - ₹55,000.00 per month

Schedule:

- Day shift

Work Location: In person

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