Customer Support Executive

Role & responsibilities

• Provide excellent customer service over calls
• Communication: Maintain regular and effective communication with customers to update them on the progress of their complaints. Set realistic expectations regarding timelines for resolution and follow-up actions,
• Customer Satisfaction: Strive to achieve high levels of customer satisfaction by addressing complaints promptly, demonstrating empathy, and ensuring a positive overall experience. Seek feedback to improve the complaint management process continually
• Problem Solving: Identify the root cause of customer complaints and work towards implementing appropriate solutions. Collaborate with relevant teams or departments to resolve complex issues and prevent future occurrences,
• Complaint Resolution Within SLA: Provide Resolution within SLA by asking probing questions to gather all relevant details. Analyze the issue and strive to provide a prompt and satisfactory resolution within process guidelines and policies,
• Customer Assistance: Offer guidance, support, and reassurance to customers throughout the complaint resolution process. Provide clear explanations of policies, procedures, and potential resolutions to address their concerns,
• Documentation: Accurately record and maintain detailed documentation of customer complaints, including relevant information, actions taken, and resolutions provided,
• Escalation Management: Identify complaints that require escalation to higher levels or specialized departments within the organization

Preferred candidate profile

• 6 Months to 1 Year experience preferred
• Freshers are required to have good communication skills
• Experienced candidates should have at least 12-month experience in an international Voice Process in a calling profile with a track record of providing good customer service.

Educational Skills & Competencies required

• Should have good communication skills to interact with international customers and multiple departments for problem resolution
• Understands Key Customer service terms such as empathy, sympathy, First Call resolution, C-SAT
• Should have a good knowledge of Basic computer, Internet and Telecommunication
• Qualification (Graduate)
• Must have problem solving skills and the ability to handle escalated issues

Interested once can share there resume over

Neha.Gupta38@TechMahindra.com