As a Call Support Executive, you will play a vital role in providing exceptional customer service through Verbal & written communication channels, such as Calls and instant messaging/Emails. Your primary responsibility will be to assist customers, address their inquiries, resolve issues, and ensure a positive customer experience. You will work closely with the Support TL & HOD and other team members to maintain high service quality standards.
Key Responsibilities:
Customer Interaction:
- Respond to customer inquiries and issues via Call/Email in a professional, courteous, and efficient manner.
- Provide timely and accurate information to resolve customer queries and concerns.
- Offer assistance with product information, troubleshooting, and technical support as needed.
Problem Solving:
- Analyze customer issues and identify appropriate solutions or escalations when necessary.
- Troubleshoot and resolve common customer problems, guiding customers through step-by-step processes.
Quality Assurance:
- Maintain a high level of accuracy and consistency in communication to ensure a positive customer experience.
- Follow company guidelines and best practices for chat support.
- Continuously improve product knowledge to better assist customers.
Documentation:
- Document and summarize customer interactions, including issues, solutions, and feedback.
- Maintain organized records of chat conversations for future reference and analysis.
Team Collaboration:
- Collaborate with team members and the Support TL & HOD to ensure a cohesive and efficient customer support operation.
- Share insights, customer feedback, and suggestions to enhance service quality.
Adherence to Policies:
- Strictly adhere to company policies, procedures, and guidelines.
- Maintain confidentiality regarding customer information and sensitive data.
Qualifications and Skills:
- High school diploma or equivalent; additional education or certification is a plus.
- Strong Verbal & written communication skills with impeccable grammar and spelling.
- Previous experience in customer service, particularly in Call, Chat or email support, is preferred.
- Good understanding of the products or services the company offers.
- Ability to multitask, stay organized, and work under pressure.
- Excellent problem-solving skills and the ability to think on your feet.
- Familiarity with Call software and customer relationship management (CRM) systems is a plus.
- Empathy, patience, and a customer-centric approach to service.
- Willingness to work in shifts, including evenings and weekends, as required.
Job Type: Full-time
Pay: 20,000.00 - 30,000.00 per month
Benefits:
- Flexible schedule
- Health insurance
- Leave encashment
- Life insurance
- Provident Fund
Schedule:
- Day shift
- Monday to Friday
- Night shift
Supplemental Pay:
- Overtime pay
- Performance bonus
- Shift allowance
- Yearly bonus
Work Location: In person
