Customer Support Assistant

Job Location:

• MY SOLAR, 604, 6th Floor, Kalp Business Park, Near Kia Showroom, Opp. HP Petrol Pump, Nikol-Odhav Ring Road, Ahmedabad 382415, Gujarat

Office Time:

• 9:30 AM to 6:30 PM

Experience Range:

• 2-3+ years

Salary:

• 12,000 - 18,000 per month

Number of Vacancies:

• 1

Relevant Industry Experience:

• Experience in customer service, support, or coordination roles, preferably in solar, electrical, or renewable energy industries.

Job Summary:

• Provide excellent customer service and support to ensure customer satisfaction.
• Manage customer queries, coordinate invoice payments, and ensure customer engagement.
• Collaborate with sales, finance, and operations teams for smooth communication and issue resolution.

Educational Qualifications:

• Required: High School Diploma or equivalent
• Preferred: Bachelor's Degree in Business Administration or related field
• Required: Proficiency in MS Office (Word, Excel, PowerPoint)

Major and Minor Skills:

• Major Skills:
• Excellent communication and interpersonal skills
• Time management skills for handling multiple customer requests
• Problem-solving skills for timely resolution of complaints
• Ability to engage with customers for satisfaction
• Attention to detail when processing invoices and payments
• Minor Skills:
• Experience in handling customer queries and complaints via phone or email
• Basic knowledge of CRM systems for customer data management
• Familiarity with invoice management systems
• Understanding of customer engagement strategies
• Basic data entry skills

Key Skills:

• Strong customer service orientation
• Proficiency in CRM software (e.g., Salesforce)
• Problem-solving and conflict resolution skills
• Ability to follow up on overdue invoices
• Strong verbal and written communication skills
• Time management and multitasking abilities
• Attention to detail in resolving customer issues

Key Responsibilities:

• Manage and respond to customer queries and complaints via phone and email
• Follow up on invoice payments and ensure timely collections
• Maintain customer engagement post-sales or issue resolution
• Coordinate with finance for accurate and timely invoicing
• Update customer data and interactions in the CRM system
• Provide feedback on recurring customer issues to the team
• Assist in improving customer support processes and documentation

Key Result Areas (KRAs):

• Customer Satisfaction: Ensure high levels of satisfaction by resolving complaints promptly
• Payment Follow-Up Success: Achieve high rates in overdue payment follow-ups
• Query Response Time: Reduce average time taken to respond to queries
• CRM Accuracy: Maintain accurate and up-to-date customer records

Key Responsibility Indicators (KRIs):

• Customer Satisfaction Rate: Percentage of positive feedback received
• Invoice Payment Collection Rate: Percentage of successfully followed-up overdue payments
• Response Time: Average time taken to respond to queries or complaints
• CRM Data Accuracy: Percentage of accurate entries in the system

Reports Required:

• Customer Query and Complaint Report: Daily
• Invoice Payment Follow-Up Report: Weekly
• Customer Engagement Report: Monthly
• CRM Data Accuracy Report: Quarterly

Database Management:

• Customer Information Database: Maintain updated records of contact details and interaction history
• Payment and Invoice Database: Track invoices sent, payments received, and follow-up status
• Customer Feedback Log: Record complaints and resolutions for future reference

DO's and DON'Ts:

• DO's:
• Respond to customer queries within the promised time frame
• Follow up regularly on overdue payments professionally
• Keep the CRM updated with accurate customer information
• Be polite and professional in all communications
• DON'Ts:
• Ignore customer complaints or delay responses
• Be overly aggressive when asking for payment
• Forget to log important customer interactions
• Provide false or misleading information

Additional Requirements:

• Flexibility: Handle multiple customer queries and payment follow-ups simultaneously
• Communication: Maintain effective communication with finance, sales, and operations teams
• Time Management: Prioritize tasks and handle time-sensitive issues
• Customer Focus: Ensure actions maintain customer satisfaction

Ideal Workflow Process with Hierarchy:

• Receive customer query or complaint; log the issue in the CRM
• Respond and coordinate with relevant departments for timely resolution
• Follow up on overdue payments with the finance team
• Record interactions in the CRM with resolution status
• Report any major issues to the supervisor or manager

Day Routines for Work:

• 9:30 AM: Review pending customer queries and follow-ups
• 10:00 AM: Respond to new customer complaints or queries
• 11:30 AM: Coordinate with finance for invoice payment follow-ups
• 1:00 PM: Lunch break
• 1:30 PM: Update CRM with customer data and follow-up statuses
• 3:00 PM: Follow up on pending payments or overdue invoices
• 4:30 PM: Review and prepare daily reports on customer service activities
• 5:30 PM: Send out final emails or follow-up reminders to customers

Benefits:

• Week Off: Sunday
• Leave Benefits: Casual Leave (CL), Privilege Leave (PL), Sick Leave (SL), Festival Holidays
• Recognition Program: Employee recognition and rewards
• Skill Training: Opportunities for skill development
• Departmental Training: Focused training programs

Work-Life Balance: Supportive work environment

Contact:

• 97 278 278 31

Job Types: Full-time, Permanent

Pay: 12,000.00 - 18,000.00 per month

Benefits:

• Leave encashment
• Paid sick time
• Paid time off

Schedule:

• Day shift
• Fixed shift

Supplemental Pay:

• Performance bonus

Ability to commute/relocate:

• Nikol, Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Do you have strong communication skills, both written and verbal
• Do you have excellent communication and interpersonal skills for customer interactions
• Do you have time management skills
• Do you have problem-solving skills to resolve customer complaints in a timely manner
• Do you have ability to engage with customers and ensure satisfaction
• Do you have experience in handling customer queries and complaints via phone or email
• Do you have basic knowledge of CRM systems to manage customer data

Education:

• Bachelor's (Required)

Experience:

• Customer Support Assistant: 2 years (Required)
• total work: 3 years (Required)

Language:

• English (Required)

Location:

• Nikol, Ahmedabad, Gujarat (Preferred)

Willingness to travel:

• 25% (Preferred)

Work Location: In person

Application Deadline: 26/09/2024
Expected Start Date: 01/10/2024