Customer Support Executive

10 hours ago

Sonipat, India Future Work Full time

Key roles and responsibilitiesThe day-to-day duties of a Customer Support Executive are varied and depend on the industry. Common responsibilities include:

- **Problem-solving**: Troubleshooting and resolving product or service issues by diagnosing the root cause and offering practical, step-by-step solutions.
- **Information provision**: Guiding customers and providing accurate information about products, services, and company policies.
- **Record-keeping**: Maintaining detailed and accurate records of customer interactions and resolutions using Customer Relationship Management (CRM) software.
- **Cross-functional collaboration**: Liaising with other internal departments, such as technical support, sales, or logistics, to ensure complex issues are addressed effectively.
- **Feedback collection**: Gathering customer feedback and identifying common issues to help improve products, services, and overall customer experience.
- **Follow-up**: Contacting customers after an issue has been resolved to ensure their satisfaction.
- **Process improvement**: Assisting in the creation of support materials like FAQs and contributing to the improvement of customer support processes.

Required qualifications and skillsSoft skills
- **Communication**: Excellent verbal and written communication skills to interact with customers in a clear, polite, and professional manner.
- **Empathy and patience**: The ability to understand and share the feelings of the customer and remain calm and professional during stressful or difficult interactions.
- **Problem-solving**: Strong analytical skills to effectively diagnose problems and develop creative solutions for customer issues.
- **Active listening**: The capacity to attentively listen to and understand customer concerns before offering a solution.
- **Adaptability**: The flexibility to quickly adjust to new processes, tools, and evolving customer needs across different communication channels.
- **Time management**: The ability to prioritize tasks and manage a high volume of customer inquiries efficiently.

Technical skills
- **CRM software**: Familiarity with Customer Relationship Management (CRM) systems such as Salesforce or Zendesk to track and manage customer interactions.
- **Computer proficiency**: Basic computer literacy and good typing skills are required to operate customer support software efficiently.
- **Product knowledge**: An in-depth understanding of the company's products and services to provide comprehensive support.

**Job Type**: Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

Work Location: In person

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