Customer Support Executive - Roles and Responsibilities
Primary Role:
To provide exceptional service and support to customers by resolving their queries, concerns, and complaints effectively via various communication channels such as phone, email, chat, or social media.
Key Responsibilities:
Customer Interaction:
Respond to customer inquiries promptly and professionally.
Provide accurate, valid, and complete information using the right methods/tools.
Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
Issue Resolution:
Troubleshoot customer issues and escalate unresolved problems to the appropriate department.
Maintain ownership of customer issues until resolution is achieved.
Product Knowledge:
Stay up to date with product knowledge, company policies, and procedures.
Educate customers about new products or services and their features.
Documentation and Reporting:
Maintain detailed records of customer interactions, transactions, feedback, and actions taken.
Prepare reports as required by team leaders or managers.
Team Collaboration:
Work closely with team members and other departments to ensure consistent customer satisfaction.
Participate in team meetings, training sessions, and performance reviews.
Quality and Compliance:
Adhere to company policies, quality standards, and service protocols.
Meet individual and team performance targets (KPIs/SLAs).
Skills Required:
Excellent verbal and written communication
Active listening and problem-solving
Patience and empathy
Ability to work under pressure
Basic computer proficiency (CRM tools, MS Office, etc.)
Job Types: Full-time, Permanent, Fresher
Pay: ?25,000.00 - ?32,000.00 per month
Benefits:
Flexible schedule
Health insurance
Life insurance
Paid sick time
Paid time off
Provident Fund
Schedule:
Day shift
Fixed shift
Morning shift
Night shift
Rotational shift
Supplemental Pay:
Performance bonus
Yearly bonus
Work Location: In person
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