Customer Support Specialist

Dynamic and experienced Senior Customer Support will have excellent communication skills, strong attention to detail, and a passion for ensuring exceptional customer experiences by coordinating with all the external and internal stakeholders. As a Senior Customer Support Staff member will serve as a mentor within the customer support team, providing guidance and assistance to junior staff members while also handling escalated customer inquiries and issues. Moreover, the candidate should also be adept at presenting analysis to customers periodically, enhancing our commitment to delivering top-tier service.

Key Responsibilities

• Develop & maintain good relationships for developing loyal / potential customers.

• Analyze existing customer success processes and workflows and proactively identify and

implement solutions to bottlenecks and inefficiencies in the existing process.

• Proactively conduct a regular account review with all the assigned customers and understand all

requirements and ensure to meet to their satisfactory level and meet the targets assigned.

• To collect periodic customer feedback assessments from all assigned customers to gauge

satisfaction levels and effectively understand their needs.

• Implement and manage all parts of the client experience – Entry, service, liaison, exit and transition within the area of responsibility.

• Coordinate with Process Team, IT, Dispatch, Operations and KAS for all customer experience related matters.

• Serve as the SPOC for all assigned customers, leading end-to-end new requirement gathering for

job onboarding and execution across projects.

• Preparing monthly Billing MIS within 02nd of every month and take approval from customer

immediately and share with billing team for invoice generation.

• Preparing the invoice for the completed job on time and ensuring dispatch of the invoice &

receipt of the same by the Customer.

Experience Level (If applicable)

Minimum of 5-7 experience in BPO, Customer interaction, Marketing Support, Sales& marketing