Customer Support Associate

The Customer Support Associate is responsible for providing exceptional customer service by addressing customer inquiries, resolving issues and ensuring customer satisfaction. This role involves effective communication, problem-solving, and maintaining a positive customer experience. The Customer Support Associate works closely with the customer support team to meet service level agreements and uphold the company's reputation for excellent customer support.

Key Responsibilities:

Customer Assistance :

• Respond promptly to customer inquiries via various channels such as phone, email, live chat, or social media.
• Provide accurate and detailed information about products, services, policies, and procedures.
• Assist customers in troubleshooting and resolving customer’s issues with products or services.
• Ensure customer requests, concerns, and complaints are handled professionally and promptly.
• Follow up with customers to ensure their issues have been resolved to their satisfaction.

Problem Resolution :

• Identify customer needs and determine the best course of action to resolveissues effectively.
• Investigate and escalate complex customer issues to the appropriate internalteams for further assistance.
• Collaborate with other departments to resolve customer complaints orcoordinate special requests.
• Keep accurate records of customer interactions, transactions, comments, and complaints on the ticketing tool.

Customer Satisfaction :

• Maintain a high level of professionalism, empathy, and patience whileinteracting with customers.
• Strive to exceed customer expectations and deliver personalised service toenhance customer loyalty.
• Continuously evaluate and improve the customer experience by providingfeedback on processes, policies, and product improvements.
• Seek opportunities to upsell or cross-sell products or services based oncustomer needs and preferences.

Communication and Teamwork :

• Collaborate with team members and share knowledge to ensure consistentand accurate customer support.
• Communicate effectively with other departments to relay customer feedback,trends, and insights.
• Participate in team meetings and training sessions to stay updated on product knowledge and customer service skills.
• Contribute to a positive team environment by fostering open communication, mutual respect, and cooperation.

Documentation and Reporting :

• Maintain accurate and detailed records of customer interactions, inquiries, and resolutions in the customer support system.

Requirements :

• High school diploma or equivalent; associate or bachelor's degree is a plus.
• Proven customer support experience or relevant customer service role.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Empathetic and patient demeanour when dealing with customer issues or complaints.
• Ability to handle a high volume of customer inquiries in a fast-paced environment.
• Proficiency in using customer support software, ticketing systems, and CRM tools.
• Ability to work independently as well as collaboratively within a team.
• Flexibility to work in shifts and adapt to changing schedules as required.

Job Type: Full-time

Pay: ₹25,000.00 - ₹29,000.00 per month

Schedule:

• Day shift
• Fixed shift

Application Question(s):

• What is your current CTC?
• Will you be comfortable travelling to Marol Naka, six days a week, for work?
• Would you be okay with rotational week-offs?
• What is your expected CTC?
• Would you be comfortable joining us on the 23rd of July?

Work Location: In person