Customer Support Executive

2 weeks ago

Karaikudi, Tamil Nadu, India OCTS Pvt. Ltd. Full time

JOB DESCRIPTION

We are seeking a dedicated and customer-oriented individual to join our team as a Customer Support Executive for the night shift. In this role, you will be responsible for providing exceptional customer service and assistance to our clients during night-time hours. Your primary objective will be to address customer inquiries, resolve issues, and ensure overall customer satisfaction.

Job Responsibilities

  • Respond promptly and professionally to customer inquiries via various channels (phone, email, chat, etc.) during the night shift.
  • Provide accurate and relevant information to customers regarding products, services, and company policies.
  • Assist customers in troubleshooting technical issues and provide step-by-step instructions when needed.
  • Identify and escalate complex or unresolved issues to the appropriate departments or senior staff for further assistance.
  • Maintain detailed and accurate records of customer interactions and transactions using the company's customer support software or CRM system.
  • Follow up with customers to ensure their issues have been resolved and they are satisfied with the resolution.
  • Stay up-to-date with product knowledge, company updates, and industry trends to provide accurate and current information to customers.
  • Adhere to company policies and procedures, including privacy and security guidelines, while handling customer information.
  • Meet or exceed the company's key performance indicators (KPIs) and customer service targets.

Job Requirements

  • Previous experience in customer support or a related role is preferred.
  • Excellent verbal and written communication skills.
  • Ability to work independently and efficiently during night hours.
  • Strong problem-solving and multitasking abilities.
  • Patience, empathy, and a customer-centric approach.
  • Familiarity with customer support software or CRM systems is a plus.
  • Basic technical knowledge to handle general customer inquiries.
  • Flexibility to adapt to changing schedules and work demands.
  • High level of professionalism and integrity in dealing with confidential customer information.
  • Fluency in English (additional language proficiency is a bonus).

Benefits

  • Yearly Bonus & Increment
  • Night Shift Allowance
  • Sick days off
  • ESI & EPF benefits

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