Customer Support executive

4 days ago

Mansarovar, Rajasthan, India Kepler's Consultants Full time ₹ 2,40,000 - ₹ 4,20,000 per year

About The Company:

We specialize in connecting top-tier talent with companies looking for skilled,

motivated, and passionate professionals. Our approach is tailored to both, meet the

needs of businesses and support candidates in finding roles where they can thrive.

The Role:

The role typically involves handling both inbound and outbound customer

interactions. In this role, you would be responsible for managing customer queries

through various channels, like phone, email, live chat, or social media, and also

proactively reaching out to customers for follow-up or to offer assistance.

Key responsibilities:

  • Inbound Customer Support:
  • Answering calls and messages: Respond to customer inquiries,

troubleshoot issues, and provide accurate information about products or

services.

  • Problem-solving: Resolve customer concerns, offer solutions, and ensure

customer satisfaction.

  • Order Management: Process orders, returns, exchanges, and refunds

where necessary.

  • Technical Assistance: Assist customers with technical issues related to

products or services

  • Outbound Customer Service:
  • Follow-up Calls: Reach out to customers to ensure they are satisfied

with the service or product, gather feedback, and address any lingering

issues.

  • Customer Retention: Proactively offer solutions or promotions to retain

customers, or address potential churn.

  • Service Updates: Notify customers about updates, new products, or

changes in policies.

  • Survey or Feedback Collection: Conduct customer satisfaction surveys

to gather feedback on services and improve processes.

  • Multitasking and Time Management: You'll be expected to handle both

incoming and outgoing interactions efficiently, prioritizing tasks as needed
•

Managing multiple channels: At times, you may need to balance phone

calls, live chats, and email responses simultaneously.

  • Quality Assurance and Reporting: Maintaining high-quality service by

adhering to company standards.

  • Documenting customer interactions, updating CRM (Customer Relationship

Management) systems, and tracking key performance indicators (KPIs) like

response time, resolution time, and customer satisfaction.

Skills Required:

  • Strong Communication: Clear, effective verbal and written communication is essential.

  • Empathy: Understanding and addressing customer concerns with a positive attitude.

  • Problem-solving: Ability to think critically and resolve issues on the spot.

  • Time Management: Handling multiple tasks at once while staying organized.

  • Tech Savvy: Familiarity with customer service software, CRM systems, and multi-channel support tools.

Qualification & Experience:

  • Bachelor's Degree or Graduate Degree or Under Graduate

  • Both Freshers and a minimum of 6 months of Experience in CSE.

Job Type: Full-time

Pay: ₹20, ₹35,000.00 per month

Benefits:

  • Health insurance
  • Provident Fund

Work Location: In person

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