Customer Support Executive

Job description

Responsibilities

• Manage Overall inbound/outbound
  Calls, Email, Chat & Tickets (Internal & External)within the set
  TAT.


• Follow-up and update the
  (WIP/Pending cases).


• Follow communication
  “scripts” when handling different topics.


• Identify customers’
  needs, clarify information, research every issue and provide solutions
  and/or alternatives.


• Seize opportunities to outcall
  and query closure when they arise.


• Build sustainable
  relationships and engage customers by taking the extra mile.


• Maintain Overall
  conversations in the database in acomprehensible way.


• Work on Feedback to
  improve knowledge and performance level.


• Meet personal/team
  qualitative/quantitative, Response Time, CSAT & AHT targets.

Requirements and skills

• Minimum 1 Year experience
  in a customer support role with Graduation Degree.


• Track record of Targets
  and achievements.


• Strong phone and verbal
  communication skills along with active listening.


• Familiarity with CRM/Ticketing
  systems and practices.


• Customer focus and
  adaptability to different personality types.


• Ability to multi-task,
  set priorities and manage time effectively.