Job Description

We are looking for a customer-oriented support representative to act as a liaison, provide product/services information and resolve any emerging problems that our clients might face. The target is to ensure excellent service standards and maintain high customer satisfaction. Responsibilities: 1. Resolve customer complaints via phone or email 2. Identify and assess customers' needs to achieve satisfaction 3. Analyse and create reports in excel using Pivot tables, Lookup functions and other advanced formulas 4. Configuration of system and modifying the same from time to time in our product 5. Build sustainable relationships of trust through open and interactive communication 6. Provide accurate, valid and complete information by using the right methods/tools 7. Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution 8. Follow communication procedures, guidelines and policies 9. Take the extra mile to engage customers 10. Acting as their primary point of contact for day to day connects with clients for delivering exceptional service and support. 11. Responsible to query resolution through voice, mail and chat channels - Responsible for MIS and reporting 12. Collaborating with technical team to address technical queries 13. Manage customer escalations and ensure issues are resolved quickly and effectively with stipulated TAT Required Skills Proficiency in MS Excel Excellent written and spoken communication Microsoft PowerPoint