Customer Support Representative

As an Executive Customer Service / Technical Support, your role involves interfacing with customers through various channels like inbound and outbound calls, Emails, Chats, or the Internet as per client requirements. Your main responsibility is to provide customer service support and resolve routine problems related to the client's products or services. Here are the key responsibilities you will be expected to handle: - Ensure that the service provided to customers meets the contractual Key Performance Indicators (KPIs) - Understand customer requirements, use decision-support tools, and resources effectively to provide appropriate resolutions - Listen attentively to customer needs, show empathy, and build rapport with the customers - Greet customers in a courteous and professional manner following agreed-upon procedures - Maintain a basic knowledge of client products and services - Prepare accurate work and maintain proper notations in accounts as necessary - Engage in activities aimed at enhancing customer satisfaction and business performance - Offer additional products and services to customers - Track, document, and retrieve information in the call tracking database - Respond to customer inquiries by directing them to relevant materials or more experienced staff In terms of qualifications, the expected candidate profile includes: - Graduates or undergraduates in any discipline - Courteous with a strong customer service orientation - Proficient in computer navigation and PC skills - Effective communication skills in English, Hindi, and Kannada, both written and verbal - Detail-oriented, dependable, and able to multitask in a fast-paced environment - Ability to work well in a team and independently - Patience and a professional demeanor in all customer interactions - Willingness to work 6 days a week and rotate shifts as required - Additional experience or skills may be necessary depending on the location or program As an Executive Customer Service / Technical Support, you will also be expected to confirm customer understanding of solutions, provide additional education when needed, demonstrate strong probing and problem-solving skills, handle complex customer queries independently, and maintain a pleasant and professional tone in all interactions. Please note that the above description provides a general overview of the responsibilities and qualifications for this position and is not an exhaustive list of all duties and skills required.,