Posted:2 days ago|
Platform:
Work from Office
Full Time
The Customer Support Executive serves as the primary point of contact for our domestic customers, providing exceptional service across various communication channels (primarily voice). This role is crucial for ensuring high levels of customer satisfaction, efficient query resolution, and a professional brand image.
Customer Interaction & Resolution
Handle Inbound/Outbound Contacts: Professionally manage a high volume of inbound and outbound customer calls, and occasionally handle emails or chat inquiries.
Query Resolution: Efficiently address and resolve customer complaints, queries, and service-related issues on the First Call Resolution (FCR) wherever possible.
Product/Service Information: Provide accurate, detailed information about company products, services, policies, and ongoing promotions.
Troubleshooting: Guide customers through basic troubleshooting steps to resolve technical or procedural issues.
Escalation Management: Identify and promptly escalate complex or unresolved issues to the appropriate internal teams (e.g., technical support, billing) following established protocols.
Maintain Professionalism: Interact with customers using a clear, courteous, and professional tone, demonstrating empathy and patience, especially when dealing with irate or stressed customers.
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