- Respond to customer queries in a timely and accurate way, via phone, email, or chat.
- Identify customer needs and help customers use specific features.
- Resolve product or service problems by clarifying the customers complaint; determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
- If unable to resolve the issue directly, then route customers to the appropriate personnel for assistance.
- Analyze and report product malfunctions.
- Convert potential customers by answering product and service questions.
- Monitor customer complaints on social media and reach out to assist.
- Share feature requests and effective workarounds with team members.
- Inform customers about new features and functionalities.
- Update internal databases with information about technical concerns and useful discussions with customers.
- Follow up with customers to ensure their technical issues are resolved.
- Gather customer feedback, conduct customer surveys and share insights with the Product, Sales, and Marketing teams.
- Maintain financial accounts by processing customer adjustments.
- Recommend potential products or services to management by collecting customer information and analyzing customer needs.
- Maintain weekly reports on customer inquiries, responses, and feedback to develop customer service analytics and trends.
- Assist in training peers on improving customer support service.
Education Qualifications
While there is no formal education required to apply for the post, a Bachelors degree in communication or business, or a Bachelors or associates degree in business administration is preferred.
Requirements
- Experience in a related field.
- Experience using help desk software and remote support tools.
- Understanding of how CRM systems work.
- Well-developed verbal and written communication skills.
- Good organizational skills and effective multi-taskers.
- Excellent problem-solving abilities.
Job Types: Full-time, Permanent
Pay: 20,000.00 - 25,000.00 per month
Education:
Experience:
- total work: 3 years (Required)
- Customer service: 3 years (Required)
Language:
- Hindi (Required)
- English (Required)
Work Location: In person
