Customer Support Executive (225-926)

The Customer Support Executive plays a pivotal role in ensuring a seamless experience for our clients by addressing their needs and resolving concerns effectively. As the first point of contact for customers, this role requires a blend of excellent communication skills, problem-solving abilities, and a deep understanding of the company's products and services. The ideal candidate will be empathetic, patient, and dedicated to providing exceptional customer service. Proficiency in using customer relationship management (CRM) software and a knack for turning challenges into opportunities will set you apart in this role. If you are motivated to help others and are enthusiastic about creating positive customer experiences, we welcome your application.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Identify and assess customers’ needs to achieve satisfaction and loyalty.
• Build sustainable relationships and trust with customer accounts through open communication.
• Provide accurate, valid, and complete information by using the right tools and references.
• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
• Keep records of customer interactions, process accounts, and file necessary documents.
• Follow communication procedures, guidelines, and policies consistently.
• Engage with customers to provide product and service information tailored to their needs.
• Resolve product or service problems by clarifying the customer's complaint and determining the cause.
• Meet personal and team sales targets and handle changes in policies or renewals.
• Assist in training new customer service representatives for ongoing team development.
• Continuously enhance customer service skills through feedback and training programs.

Requirements

• Proven customer support experience or experience as a Client Service Representative.
• Strong phone contact handling skills and active listening capabilities.
• Familiarity with CRM systems and practices for efficient record-keeping.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills, both verbal and written.
• Ability to multi-task, prioritize, and manage time effectively under pressure.
• High school diploma; further education or customer service training is a plus.