Customer Support Executive

5 days ago

Mumbai, India I2E Consulting Pvt Ltd. Full time

Job Profile:

Job Title: Customer Support Executive with Zoho One CRM Expertise

Work timings rotational shift

( rotational shifts: 6 am 3 pm, 2 pm- 11 pm, 10 pm-7 am) -Mon-Sat (6 days a week)


Job Description:


We are seeking a highly motivated and experienced Customer Support Executive with a strong background in Zoho One CRM to lead our customer support team. In this role, you will be responsible for ensuring the delivery of exceptional customer service, managing support operations, and leveraging the Zoho One CRM tool to enhance customer interactions. You will play a crucial role in maintaining and improving customer satisfaction, retention, and operational efficiency.


Key Responsibilities:


Lead and manage a team of customer support representatives, providing guidance, support, and training as necessary.

Develop and implement support strategies and workflows to ensure customer issues are resolved effectively and efficiently.

Set performance goals and KPIs for the support team, and track and report on their achievements.


Zoho One CRM Expertise:

Utilize your in-depth knowledge of Zoho One CRM to optimize customer data management, ticketing, and communication processes.

Configure, customize, and maintain the Zoho One CRM system to meet the unique needs of the customer support team.

Train support staff in using Zoho One CRM tools to enhance their productivity and customer interactions.


Customer Engagement, Satisfaction and Conversion:


Monitor customer inquiries, complaints, and feedback, ensuring timely and satisfactory resolutions.

Analyze customer data within Zoho One CRM to identify trends and opportunities for improving customer satisfaction.

Implement strategies to increase customer engagement and loyalty, such as personalized outreach and proactive communication. Engage users in order to convert them into loyal customers.


Process Improvement:


Continuously assess and enhance customer support processes, making recommendations for improvements where necessary.

Collaborate with cross-functional teams to address systemic customer issues and ensure they are resolved effectively.

Reporting and Analysis:


Generate regular reports on customer support performance, using Zoho One CRM data to provide insights.

Use data-driven insights to identify areas for improvement and develop strategies to address them.


Qualifications:


Bachelor's degree in a related field (business, management, or customer service).

Proven experience in a customer support management role.

Strong expertise in using and customizing the Zoho One CRM platform.

Excellent leadership, communication, and interpersonal skills.

Analytical skills to assess data and drive informed decisions.

Ability to work effectively in a fast-paced and dynamic environment.



If you are passionate about delivering outstanding customer service and have a deep understanding of Zoho One CRM, we encourage you to apply and be part of our team.

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