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Virtuoso Professional Services LLP
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Customer Support Executive

Customer Support Executive

Virtuoso Professional Services LLP

2 - 6 years

0 Lacs

noida uttar pradesh

Posted:6 days ago| Platform: Shine logo

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Skills Required

product knowledge call quality performance metrics confidentiality coaching compliance issue resolution customer interactions identifying customer needs escalation handling

Work Mode

On-site

Job Type

Full Time

Job Description

As a Customer Service Representative, your role involves handling customer interactions with courtesy and professionalism. You will accurately identify customer needs and provide appropriate solutions or escalate issues when necessary. It is important to maintain up-to-date knowledge of products, services, and processes to better assist customers. Key Responsibilities: - Handle customer interactions in a courteous and professional manner. - Accurately identify customer needs and provide appropriate solutions or escalations. - Maintain up-to-date knowledge of products, services, and processes. - Follow defined scripts, procedures, and call quality guidelines. - Meet or exceed key performance metrics such as AHT, CSAT, FCR, and adherence. - Escalate complex or unresolved cases to the Team Leader or relevant department. - Maintain confidentiality of customer data and comply with information security policies. - Participate in regular coaching and feedback sessions to improve performance. - Follow company templates, tone of voice, and response guidelines. - Ensure response time and resolution SLAs are met. - Collaborate with cross-functional teams for issue resolution. No additional details about the company were provided in the job description.,

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Customer Support Executive