customer Support

Key Roles and Responsibilities:
1. Customer Interaction and Communication

• Handle inbound and outbound customer calls, emails, and chats in a courteous and professional manner.
• Listen actively to customer concerns, demonstrate empathy, and ensure timely resolution.
• Maintain a positive and professional tone across all customer interactions.

2. Query Resolution and Complaint Handling

• Understand customer needs and provide accurate information or suitable solutions.
• Record, track, and follow up on customer complaints to ensure closure within defined timelines.
• Escalate complex issues to higher authorities or relevant departments where necessary.
• Ensure that all customer queries are resolved in compliance with company policies.

3. Product and Service Knowledge

• Acquire and maintain in-depth knowledge of company products, services, processes, and policies.
• Provide customers with accurate information, guidance, and product usage support.
• Stay updated with product changes, new launches, and promotional activities.

4. Documentation and Reporting

• Maintain detailed and accurate records of customer interactions in the CRM or ticketing system.
• Prepare periodic reports on customer feedback, common issues, and service metrics.
• Ensure confidentiality and data protection in handling customer information.

5. Performance and Quality Management

• Achieve individual and team performance targets including response time, resolution rate, and customer satisfaction scores.
• Adhere to quality standards, communication scripts, and service protocols.
• Participate in ongoing training and development programs to enhance product knowledge and service skills.

6. Team Coordination and Collaboration

• Coordinate with internal departments such as Sales, Technical Support, and Logistics to ensure smooth resolution of customer issues.
• Provide feedback and insights from customer interactions to improve products and processes.
• Support team members in achieving collective goals and maintaining a positive work environment.

7. Customer Relationship Management

• Build and maintain long-term relationships with customers through consistent service excellence.
• Promote customer loyalty by ensuring a positive experience at every touchpoint.
• Collect and report customer feedback to aid continuous improvement initiatives.

Job Type: Full-time

Pay: Up to ₹25,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person