Customer Support Executive

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Experience: 0-2 Years

Job Overview:

We are seeking an English Customer Support Representative to handle both voice and non-voice interactions. This role requires a professional with strong communication skills, patience, and problem-solving abilities. The ideal candidate will be able to respond to customer inquiries, resolve issues, and provide top-notch service in English, across various communication channels, including phone, email, and chat.

Key Responsibilities:

• Voice Support

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• Respond to inbound customer calls in a professional and friendly manner, addressing inquiries, complaints, and technical issues.
• Provide clear, accurate, and timely information regarding products and services inEnglish.
• Assist customers in troubleshooting problems and guiding them through solutions over the phone.
• Maintain a high level of service excellence on all calls.

• Non-Voice Support

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• Handle customer support requests via email, live chat, and other digital channels, ensuring prompt and accurate responses.
• Maintain thorough documentation of customer interactions and resolutions in English.
• Collaborate with other departments (e.g., technical, sales, or billing teams) to address complex customer issues.

• Issue Resolution

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• Effectively resolve customer issues in a timely and professional manner, ensuring customer satisfaction.
• Identify recurring issues and collaborate with the appropriate teams to suggest improvements.

• Multitasking and Efficiency

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• Manage multiple customer inquiries simultaneously across voice and non-voice channels without compromising the quality of service.
• Maintain key performance metrics such as response time, resolution time, customer satisfaction, and first call resolution.

• Knowledge Management

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• Stay up to date with the companys products, services, and policies.
• Provide accurate feedback to management on common customer issues or areas for improvement.

Requirements:

• Language Proficiency

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• Fluent in English (written and spoken), with the ability to communicate clearly and professionally in the language.

• Experience

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• Previous experience of 0-2 years in customer support or a related field is required.
• Experience handling both voice and non-voice customer interactions (calls, chats, emails) is a plus.

• Skills

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• Strong communication and active listening skills.
• Excellent problem-solving abilities and attention to detail.
• Ability to work efficiently under pressure and in a fast-paced environment.
• Ability to multitask and manage time effectively.
• Empathy and patience when dealing with customer concerns.

• Technical Skills

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• Familiarity with customer support software (e.g., CRM, chat tools, etc.) is a plus.
• Basic knowledge of troubleshooting and technical support is advantageous.

• Working Hours

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• Flexibility to work in shifts, including evenings, weekends, and holidays if required.