customer Support

1 day ago

Hebbal, Karnataka, India Mikrotek Machines Ltd. Full time ₹ 3,00,000 - ₹ 6,00,000 per year

Key Roles and Responsibilities:

1. Customer Interaction and Communication

  • Handle inbound and outbound customer calls, emails, and chats in a courteous and professional manner.
  • Listen actively to customer concerns, demonstrate empathy, and ensure timely resolution.
  • Maintain a positive and professional tone across all customer interactions.

2. Query Resolution and Complaint Handling

  • Understand customer needs and provide accurate information or suitable solutions.
  • Record, track, and follow up on customer complaints to ensure closure within defined timelines.
  • Escalate complex issues to higher authorities or relevant departments where necessary.
  • Ensure that all customer queries are resolved in compliance with company policies.

3. Product and Service Knowledge

  • Acquire and maintain in-depth knowledge of company products, services, processes, and policies.
  • Provide customers with accurate information, guidance, and product usage support.
  • Stay updated with product changes, new launches, and promotional activities.

4. Documentation and Reporting

  • Maintain detailed and accurate records of customer interactions in the CRM or ticketing system.
  • Prepare periodic reports on customer feedback, common issues, and service metrics.
  • Ensure confidentiality and data protection in handling customer information.

5. Performance and Quality Management

  • Achieve individual and team performance targets including response time, resolution rate, and customer satisfaction scores.
  • Adhere to quality standards, communication scripts, and service protocols.
  • Participate in ongoing training and development programs to enhance product knowledge and service skills.

6. Team Coordination and Collaboration

  • Coordinate with internal departments such as Sales, Technical Support, and Logistics to ensure smooth resolution of customer issues.
  • Provide feedback and insights from customer interactions to improve products and processes.
  • Support team members in achieving collective goals and maintaining a positive work environment.

7. Customer Relationship Management

  • Build and maintain long-term relationships with customers through consistent service excellence.
  • Promote customer loyalty by ensuring a positive experience at every touchpoint.
  • Collect and report customer feedback to aid continuous improvement initiatives.

Job Type: Full-time

Pay: Up to ₹25,000.00 per month

Benefits:

  • Health insurance
  • Provident Fund

Work Location: In person

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