Customer Support Associate

Location

Mumbai | India

Job description

1. Handle a bustling stream of customer inquiries via phone, chat, and email with finesse and flair.
2. Stick to the playbook, following company guidelines and protocols to a T, ensuring every customer gets top-notch service.
3. Put your stellar communication skills to work, soothing concerns, dishing out product knowledge, and fixing snags like a pro.
4. Resolve complaints and answer questions with efficiency.
5. Documenting every interaction in our CRM system, ensuring no customer query goes unanswered.
6. Collaborate with other departments to tackle tough customer queries.
7. Keep an eye on those all-important KPIs like FRT, CSAT, and NPS, making sure we're hitting the mark.
8. Be our eyes and ears on the front lines, spotting trends and shouting out recurring issues for a fix.
9. Stay sharp with product updates, company policies, and industry buzz, so you're always armed with the latest info to wow our customers.
10. Jump into training sessions and team pow-wows with gusto, sharing your wisdom and learning with the team.

Who are you

1. At least 2 years of previous customer service experience, with a focus on excellence.
2. Exceptional communication skills and a bility to understand and empathize with customers.
3. Previous experience in collections within the United States.
4. Familiarity with various calling dialer systems.
5. Willingness to work rotational shifts aligned with US time zones.
6. Proactive and disciplined in taking action.
7. Strong organizational and attention-to-detail skills.
8. Capable of efficiently managing time across different departments to meet business demands.
9. Ability to remain composed in challenging situations.

Job tags

Salary