Overview
The Customer Support Executive plays a crucial role in the organization, being the frontline representatives for addressing customer concerns and ensuring a positive customer experience. They are responsible for providing effective and efficient support to customers, contributing to customer satisfaction, and ultimately, the success of the business.
Key Responsibilities
- Handle incoming customer inquiries and issues via phone, email, and chat
- Assist customers in resolving product or service-related problems
- Provide accurate, valid, and complete information by using the right methods/tools
- Follow communication procedures, guidelines, and policies
- Go the extra mile to engage customers
- Keep records of customer interactions, transactions, comments, and complaints
- Identify and assess customers needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep abreast of new company products and services
- Provide feedback on the efficiency of the customer service process
- Inform customers about company policies, processes, and offerings
- Support team members and contribute to team goals
- Adhere to the company's service principles
Required Qualifications
- Bachelor's degree in business administration, marketing, or a relevant field
- Proven working experience in customer service or a related field
- Excellent communication and presentation skills
- Customer orientation and ability to adapt/respond to different types of characters
- Ability to multi-task, prioritize, and manage time effectively
- Strong phone contact handling skills and active listening
- Ability to handle stressful situations appropriately
- Proficient in CRM systems and practices
- Calm, patient, and able to handle complaints and unpleasant customers
- Strong problem-solving skills
- Fluency in and
- Flexibility to work in shifts
- Thorough understanding of the company's products and services
- Positive attitude, empathy, and willingness to help
- Ability to work in a team environment
Skills: communication,time management,empathy,customer,customer service
