Customer Support Executive

4 days ago

Andheri, Maharashtra, India Servify Full time ₹ 4,80,000 - ₹ 6,00,000 per year

Position Summary :

We are seeking a dedicated and customer-focused Escalation and Customer Support Executive to join our team. In this role, you will play a crucial part in ensuring customer satisfaction by addressing and resolving escalated issues promptly and effectively. The ideal candidate will possess strong communication skills, problem-solving abilities, and a commitment to delivering exceptional customer service.

Key Responsibilities :

  • Manage and resolve escalated customer issues in a timely and professional manner.
  • Collaborate with other support team members to gather information and insights to address customer concerns.
  • Act as a point of contact for complex customer queries and provide solutions that meet their needs.
  • Utilize communication channels, such as email, phone, and chat, to interact with customers and resolve their concerns.
  • Identify trends in escalated issues and collaborate with the team to implement proactive solutions.
  • Maintain accurate records of customer interactions and escalations in the CRM system.
  • Provide feedback to the product and service teams based on customer insights to contribute to continuous improvement.
  • Ensure customer satisfaction and retention by building positive relationships through effective communication and problem resolution.
  • Collaborate with the North America team to understand and offload designated tasks to the India operations.
  • Ensure timely and accurate execution of tasks, maintaining the high standards set by the North America team.
  • Provide regular updates and reports on the progress of offloaded activities

Requirements :

  • Role involves handling emails from customers, incoming calls and making outbound calls as per the requirement. It may also require managing chat communications
  • Candidates should be comfortable working in a blended environment
  • Flexibility to work in night shifts with rotational day offs is required; this position is office-based only
  • Excellent communication skills, both written and verbal
  • Strong problem-solving abilities and a proactive approach to addressing customer concerns
  • Ability to work collaboratively in a team environment
  • Familiarity with CRM systems and support tools
  • Empathy and patience in dealing with customer issues
  • Strong organizational skills with attention to detail
  • Ability to adapt to a fast-paced and dynamic work environment
  • Strong organizational and multitasking abilities to manage and prioritize tasks effectively
  • Detail-oriented with a focus on maintaining high-quality standards

Job Types: Full-time, Permanent, Contractual / Temporary

Contract length: 365 days

Pay: ₹33, ₹40,000.00 per month

Benefits:

  • Health insurance
  • Paid time off

Work Location: In person

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