Customer Support Executive (225-717)

As a Customer Support Executive, you will be the key representative of our brand, responsible for ensuring customer satisfaction and retention. You will be tasked with handling customer inquiries, resolving complaints, and facilitating an exceptional customer experience. Your ability to communicate effectively and empathize with customers' needs is essential. You will work in a fast-paced environment where quick thinking and problem-solving skills are crucial. You’ll be expected to collaborate with different departments to find solutions and improve our service delivery. This is a role for passionate professionals looking to be at the front line of our customer-focused mission.

Responsibilities

• Respond promptly and professionally to customer inquiries through various communication channels.
• Identify and resolve product-related issues by collaborating with technical teams.
• Maintain detailed and accurate records of customer interactions using our CRM system.
• Provide timely updates to customers on their queries or problems.
• Participate in training sessions to improve product knowledge and customer handling skills.
• Make proactive calls to customers to follow up on their experiences with our services.
• Collaborate with the sales and marketing teams to address customer needs.
• Analyze customer feedback to identify trends and suggest improvements in service.
• Escalate complicated issues to senior management with appropriate documentation.
• Develop and maintain helpful FAQs and customer support documentation.
• Continuously improve the support process by implementing best practices.
• Assist in the onboarding process of new customer support members.

Requirements

• Bachelor’s degree in business, communications, or a related field.
• Minimum of two years of experience in a customer support role.
• Excellent communication skills, both written and verbal, are a must.
• Strong problem-solving skills with the ability to think quickly.
• Proficiency in customer relationship management (CRM) software.
• Ability to work independently and in a team-oriented environment.
• Willing to work in shifts and handle a high volume of customer queries.