Job Description

:
This role is for one of the Weekday's clients
Min Experience: 0 years
Location: Ahmedabad
JobType: full-time
We are looking for a proactive and empathetic Customer Support Specialist to join our growing team. In this role, you will be the first point of contact for our customers, ensuring their questions are answered, issues are resolved efficiently, and they have a smooth and satisfying experience with our products or services. You'll play a key role in building lasting customer relationships, enhancing customer satisfaction, and driving overall customer success.
Requirements:
Key Responsibilities

• Customer Service & Support: Handle incoming customer queries via phone, email, chat, or other communication channels in a professional and timely manner.
• Customer Experience Management: Deliver exceptional service by understanding customer needs, anticipating challenges, and ensuring a positive experience throughout their journey.
• Issue Resolution: Identify, investigate, and resolve customer concerns effectively, ensuring minimal disruption to their experience.
• Customer Relationship Management (CRM): Maintain accurate records of customer interactions, feedback, and issue resolutions using CRM systems such as Salesforce, Zoho, or HubSpot.
• Customer Success: Collaborate with cross-functional teams (sales, product, and operations) to ensure customer satisfaction and retention through proactive engagement.
• Customer Handling: Demonstrate patience, empathy, and professionalism while dealing with different types of customers and complex situations.
• Customer Contact: Reach out to customers for feedback, updates, and follow-ups to ensure their needs are consistently met.
• Continuous Improvement: Provide insights and feedback to internal teams to help improve products, processes, and overall customer experience.
• Customer Satisfaction Tracking: Monitor and measure key customer metrics such as CSAT, NPS, and response time, and work towards continuous improvement.
• Documentation: Create and maintain help guides, FAQs, and process documents to support both customers and internal teams.

Key Skills & Competencies

• Strong communication skills - verbal and written, with excellent listening ability.
• Empathy, patience, and adaptability in handling diverse customer situations.
• Strong problem-solving and analytical thinking to identify customer needs and solutions.
• Proficiency with CRM tools and customer support software (Zendesk, Freshdesk, Intercom, etc.).
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• A customer-first mindset with a commitment to delivering high-quality support.
• Basic technical aptitude to understand product functionality and troubleshoot issues.

Qualifications

• Bachelor's degree in any discipline (preferred).
• 0-4 years of experience in Customer Support, Customer Service, Customer Success, or a related field.
• Fresh graduates with strong communication and interpersonal skills are encouraged to apply.

Skills Required