Customer Support Executive (225-613)

The role of a Customer Support Executive is pivotal in ensuring customer satisfaction and loyalty to the brand. As the first line of communication with customers, you will be responsible for handling inquiries, resolving complaints, and providing information about the company’s products or services. This position requires excellent communication skills, a keen attention to detail, and the ability to multi-task in a fast-paced environment. As a Customer Support Executive, you will interact with customers through various channels such as phone, email, and live chat, ensuring a seamless and positive experience. Problem-solving skills and patience are essential, as you will often deal with challenging situations. You will also work closely with other departments to provide customer feedback and assist in the continuous improvement of service quality.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a timely manner.
• Resolve customer complaints and issues, ensuring that each situation is handled with care.
• Maintain accurate records of customer interactions, transactions, remarks, and complaints.
• Conduct follow-ups with customers to ensure satisfaction and engagement with products or services.
• Provide customers with accurate information about products and services to aid in their decisions.
• Collaborate with internal departments to resolve customer issues and improve service offerings.
• Identify and escalate priority issues to the appropriate resources for quick resolution.
• Develop a deep understanding of company products to better assist customers.
• Manage customer accounts, including follow-up and ensuring information accuracy.
• Participate in training and development programs to enhance customer service skills.
• Acknowledge and resolve customer complaints by providing appropriate solutions.
• Continuously improve service procedures, policies, and standards for efficiency.

Requirements

• Proven customer support experience or experience in a similar role for at least one year.
• Strong phone contact handling skills and active listening abilities.
• Familiarity with CRM systems and practices is considered an advantage.
• Excellent communication and presentation skills, both verbal and written.
• Ability to multi-task, prioritize, and manage time effectively under pressure.
• Customer focus and adaptability to different personality types and situations.
• High school diploma or equivalent required; additional diplomas or courses are a plus.