Customer Support Executive

Purpose and Scope:

A customer service representative supports customers by providing helpful information, answering questions, and responding to complaints. They're the front line of support for clients and customers and they help ensure that customers are satisfied with the services and features offered to them.

• Proven customer support experience or experience as a Client Service Representative.
• Strong phone contact handling skills and active listening.
• Customer orientation and ability to adapt to different situations.
• Excellent communication and presentation skills.
• Ability to multitask, prioritize, and manage time effectively.
• Flexible to work in rotational shifts.

Major Duties & Responsibilities:

• Manage large amounts of incoming phone calls.
• Manage Ticket flow and action accordingly.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Follow communication procedures, guidelines, and policies.
• Must show the willingness to learn new things every time there is a change to the process.
• Must discuss every matter with its supervisor or team leader to get any issue sorted.
• Giving a resolution to the customers or clients should be the whole and sole responsibility.
• Keep records of customer interactions, process customer accounts, and file documents.
• Take the extra mile to engage customers and ensure customer satisfaction is provided.

Skills:

• Should have good Oral and written communication.
• An effective communicator, probably fluid with what he/she is speaking.
• Should be computer literate.
• Should be flexible enough to adapt to any environment or changes happening in the sector.
• Should be patient enough and quite motivated towards learning new things and execute them effectively on a day-to-day basis.