Customer Support Executive

Job Description

We are seeking a motivated and customer-focused individual to join our team Infimobile as a Customer Support Executive. InfiMobile is a premium mobile virtual network operator that provides reliable nation-wide coverage across the United States with cost effective and budget-friendly plans. To know more about us, check https://infimobile.com/ As a Customer Support Executive, you will be responsible for providing exceptional assistance to our customers, addressing their inquiries, resolving issues, and ensuring a positive customer experience. This is a full time role in the US Customer Support role. Key Responsibilities - Respond to customer inquiries and requests through various communication channels, such as phone, email, chat, and social media, in a timely and professional manner. - Listen actively to understand customers' needs, concerns, and feedback. - Provide accurate and relevant information to customers, addressing their questions and concerns effectively. - Maintain detailed records of customer interactions, issues, and solutions in the company's CRM system. - Generate regular reports on customer inquiries, issues, and resolutions for management review. - Maintain a high standard of customer service, adhering to company policies and guidelines. - Strive to meet and exceed customer satisfaction and service level targets. Provide assistance to internal team on all aspects (functions include: system generated e-mails, system reporting, user data management, and customization) Using defined systems and processes, keep both internal and external stakeholders updated as to the status of call tickets, requests, projects and changes. Update necessary tracking and reporting systems to ensure that group statistics can be tracked, managed and measured. Manage expectations of internal and external customers, ensuring capabilities are not exceeded to the detriment of the customer. Escalate issues related to capabilities where appropriate. Prioritize requests based on need and impact. Work with internal stakeholders to address priorities. Prepare/document and present (in written and verbal forms) product information that will assist customers with the capabilities of systems. Maintain quality levels for all work related to customers' requests. Ensure there is an ongoing dialog between the company and each customer with whom the Partner Assistance Center team member is working. Perform content using our inhouse tool. Providing assistance/training to customer points of contracts on the company's proprietary tools as well as providing solutions for an enhanced in-depth experience. Collaborate with peers to discuss unique solutions and to document them. Perform other duties as assigned. Qualifications - 10 + 2 or Undergraduate - Min 1 years of experience in a customer service or support role. - Excellent verbal and written communication skills in English. - Strong problem-solving abilities and a keen attention to detail. - Ability to remain patient, empathetic, and courteous when dealing with challenging situations. - Familiarity with CRM software and ticketing systems is a plus. - Proficiency in using various communication channels, including phone, email, chat, and social media. - Ability to adapt and learn quickly in a fast-paced environment. Work Mode - Full Time - Hybrid Work Mode - Flexible Working Hours Preferred Experience - Work Experience with US Clients. Benefits - Free Cafeteria - Cab Facility - Incentives are provided