Customer Support Executive (225-905)

The role of a Customer Support Executive is integral to maintaining the reputation of a company by providing excellent customer service and support. This professional is responsible for ensuring that customers have a seamless experience from initial queries to resolution of issues. As a pivotal part of the customer service team, the Customer Support Executive is the first point of contact for clients and is tasked with handling a range of inquiries through various channels such as phone, email, and live chat. A successful candidate will possess strong communication skills, a knack for problem-solving, and a customer-centric approach which helps in building and maintaining strong relationships with clients. The role demands patience, attentiveness, and the ability to work efficiently in a fast-paced environment while managing multiple tasks simultaneously. Ensuring customer satisfaction is key to success in this role, and as such, the executive will work closely with other departments to provide comprehensive support and improve the overall service delivery.

Responsibilities

• Respond promptly and professionally to customer inquiries across various platforms.
• Maintain detailed and accurate records of customer interactions and transactions.
• Resolve customer complaints and issues effectively, ensuring customer satisfaction.
• Escalate complex queries to the appropriate departments for further assistance.
• Follow up with customers to ensure their issues are resolved satisfactorily.
• Provide product and service information to customers in a clear manner.
• Identify recurring customer issues and recommend solutions for improvement.
• Collaborate with team members to enhance the quality of customer support.
• Meet personal and team qualitative and quantitative targets set by management.
• Participate in training sessions to stay updated on product knowledge and system changes.
• Suggest process improvements to enhance support efficiency and customer experience.
• Assist in developing and implementing customer service policies and procedures.

Requirements

• Previous experience in customer support or a related field is preferred.
• Excellent verbal and written communication skills are essential.
• Strong problem-solving skills and ability to think under pressure.
• Proficiency in using customer support software and Microsoft Office Suite.
• Ability to work independently as well as in a team-oriented environment.
• High school diploma or equivalent; bachelor's degree is a plus.
• Ability to manage time effectively while handling multiple customer inquiries.