Customer Support Executive

Location

Pune | India

Job description

What's the Role

Candidate would be the part of Customer success team; one would be responsible for focused on customer loyalty and building close long-term client relationships. One would work with the support role to address all customer requirements.

Responsibilities/ Duties

• Developing strong customer relationships and responsible to resolve queries of the customers via Call/chat, within the assigned TAT/SLA
• Following a standard Call/Chat flow and query handling process.
• Develop a deep understanding of customers' business and operational objectives
• Become a product expert and guide the customers with their implementation
• Listen and respond to customers' needs and concerns through chat/email/calls proactively
• Escalate product issues and concerns
• Analyse and showcase customer data to improve the user experience.
• Take lead on process improvement and automation
• Handle the dual role of being the face of the brand to the customers, and the voice of the customer to the company.
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Create Knowledgebase for the users.
• Develop scripts and response templets and coach CS reps accordingly
• Design tools to gauge customer satisfaction and push renewals by cross-sell/up-sell wherever applicable

Criteria for the Role!

· 1-2 Years of customer handling experience in supply chain domain via Call/Chat.

· Ready to work in rotational shifts.

· Effective communication, reading and writing English communication skills.

· Excellent time management skills, attention to detail and the ability to multitask

· Competent in MS office and web browser environments.

· Confident to assign responsibility.

· Must have hands on experience with Freshdesk, Zendesk etc. ticketing tools.

Competency

· Must be good team player

· Must possess problem solving outlook.

· Aptitude to acquire deeper Product Knowledge

· Basic understanding of the technology stack, and programming concepts

Job tags

Salary