Customer Support Executive - Pune, India - Amber Internet solutions
Description
Sales & Support- Pune, Maharashtra | Full Time
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Individual responsibilities:
- Maintain updated knowledge of the organisation's products, services, and customer service policies.
- Document customer interactions when necessary, compiling documents and forwarding information to interested parties.
- Explain simply and clearly in response to customer questions and check for customer understanding and acceptance.
- Recommend new products or services or make suggestions for improvements by identifying relevant features and benefits.
- Participate in training opportunities provided by the organisation.
- Establish and maintain good rapport with customers by using positive language and anticipating their needs.
- Assign tickets to respective associates/managers.
- Highlight discrepancies caused because of associate negligence,
- Be responsible for closing all tickets within the assigned timeline.
- Maintain necessary SLAs for the smooth functioning of the department.
- Take total accountability for CSAT.
Skills required:
- Familiarity with customerrelationship management (CRM) software programs.
- Customer orientation and ability to adapt/respond to different types of characters.
- Excellent communication and presentation skills.
- Ability to multitask, prioritise, and manage time effectively.
- 2+ years of previous customer service experience a plus.
- Friendly and welcoming manner with clients and other members of the customer service team
- Ability to explain complex concepts in a clear, simple manner to customers.
- Strong command of written and verbal English.
- Ability to maintain a calm and polite manner in stressful situations.
- Willingness to cooperate with customers and management to resolve any issues.
Qualifications:
- Minimum 70% required in academics
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