Customer Support Executive - Ratnagiri - confidential

    confidential
    confidential Ratnagiri

    4 days ago

    Full time
    Description

    Key Responsibilities:

    Customer Assistance:

    • Provide timely and accurate responses to customer inquiries via phone, email, live chat, and other communication channels.
    • Assist customers with product or service-related questions, concerns, and issues, ensuring their satisfaction.
    • Troubleshoot and resolve technical issues, guiding customers through the solution process.

    Order Management:

    • Process and track customer orders, returns, exchanges, and refunds.
    • Ensure that customer orders are fulfilled correctly and on time, and update customers on their order status.
    • Handle billing inquiries, including discrepancies, charges, and payment issues.

    Problem Resolution:

    • Address customer complaints and concerns in a professional and empathetic manner, aiming for swift and effective resolutions.
    • Escalate complex issues to higher-level support or management, ensuring that they are addressed appropriately and promptly.
    • Follow up with customers to ensure they are satisfied with the resolution of their concerns.

    Product Knowledge & Recommendations:

    • Maintain in-depth knowledge of company products and services to offer accurate guidance and suggestions to customers.
    • Provide product recommendations based on customer preferences and needs, enhancing their experience.

    Customer Feedback:

    • Collect and record customer feedback, ensuring that valuable insights are shared with the relevant departments to improve products and services.
    • Suggest improvements to enhance the customer support experience based on direct feedback.

    Documentation & Reporting:

    • Maintain accurate and updated customer records in CRM systems.
    • Document all customer interactions and support tickets to ensure efficient follow-ups and reference.
    • Prepare reports on customer support performance, such as call volume, resolution times, and customer satisfaction levels.

    Team Collaboration:

    • Collaborate with other teams, including sales, technical support, and product teams, to resolve customer issues and improve service delivery.
    • Share customer feedback and insights to contribute to the development of new products or enhancements to existing services.

    Adherence to Policies:

    • Ensure compliance with company policies, procedures, and customer service standards.
    • Stay updated on company product changes, service protocols, and industry best practices.

    Required Qualifications:

    • High school diploma or equivalent (Bachelor's degree preferred).
    • Proven experience in a customer service or support role, ideally in a call center or customer-facing environment.
    • Strong verbal and written communication skills.
    • Excellent problem-solving and troubleshooting abilities.
    • Ability to remain calm and professional in challenging situations.
    • Basic computer skills and experience with CRM systems (e.g., Zendesk, Freshdesk, Salesforce).
    • Strong multitasking skills and the ability to manage several tasks simultaneously.
    • A customer-first mindset with a passion for delivering exceptional service.

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