A Customer Support Executive plays a vital role in ensuring customer satisfaction and maintaining a positive relationship between a company and its customers. Here's an overview of the typical job profile for this position:
Job Title: Customer Support Executive
Key Responsibilities:
- Customer Interaction:
- Handle incoming customer inquiries via various channels (phone, email, live chat, social media).
- Address and resolve customer issues, complaints, and requests efficiently and effectively.
- Provide accurate information about products, services, policies, and procedures.
- Issue Resolution:
- Diagnose and troubleshoot customer problems, offering solutions or escalating issues to higher-level support when necessary.
- Follow up with customers to ensure that their issues are resolved to their satisfaction.
- Documentation and Reporting:
- Maintain detailed records of customer interactions, transactions, comments, and complaints.
- Prepare and submit reports on customer feedback, recurring issues, and other relevant metrics.
- Product and Service Knowledge:
- Stay updated on product and service updates, features, and changes to provide accurate information to customers.
- Participate in training sessions to improve knowledge and customer handling skills.
- Customer Experience Improvement:
- Identify and suggest improvements to enhance the overall customer experience.
- Collaborate with other departments to resolve issues and implement process improvements.
- Team Collaboration:
- Work closely with other support team members to share knowledge and best practices.
- Assist in training new team members as needed.
Skills and Qualifications:
- Communication Skills:
- Excellent verbal and written communication skills.
- Ability to convey information clearly and professionally.
- Problem-Solving Skills:
- Strong analytical and problem-solving abilities.
- Ability to think critically and make decisions quickly.
- Customer-Centric Attitude:
- Demonstrated commitment to providing exceptional customer service.
- Empathy and patience when dealing with customer concerns.
- Technical Proficiency:
- Familiarity with customer support software and tools (e.g., CRM systems, ticketing systems).
- Basic technical skills relevant to the industry or products.
- Organizational Skills:
- Ability to manage multiple tasks and prioritize effectively.
- Strong attention to detail and accuracy.
- Experience and Education:
- Previous experience in a customer service or support role is often preferred.
- A high school diploma or equivalent is typically required; some positions may require a degree or relevant certifications.
Work Environment:
- Hours: Typically involves regular office hours but may include shifts or on-call duties depending on the industry.
- Location: May be based in an office, remote, or hybrid work setting depending on the company's policies.
Career Progression:
- Opportunities for advancement may include roles such as Senior Customer Support Executive, Customer Support Manager, or other supervisory positions within the customer service department.
This profile can vary depending on the specific industry and company, but these are the general duties and requirements for a Customer Support Executive.
Job Types: Full-time, Fresher
Pay: 15,000.00 - 16,000.00 per month
Benefits: - Paid time off
Schedule:
Education:
- Higher Secondary(12th Pass) (Preferred)
Experience:
- total work: 1 year (Preferred)
Customer service: 1 year (Preferred)
Language: English (Preferred)
Work Location: In person
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