Customer Support Specialist

Job Title:

Department Project/Client:

Location:

Key Responsibilities and Accountabilities:

• Provide on-line support for on/offshore customers.

• Resolve known customer issues using a knowledgebase, direct use of product and tools, product user guides, and other reference materials

• Be responsible to deliver a high quality, customer-driven, support service resolving customer enquiries at the first point of contact wherever possible.

• Assist customer in resolving any open requests for support, assistance, information on upgrading etc.

• Demonstrate ownership and willingness to resolve issues in a timely manner. Demonstrates confidence and willingness to resolve customer requests or queries.

• Maintain and improve Customer Satisfaction by delivering against those initiatives that have been identified as crucially important during each customer support engagement, for voice

• Deliver First Incident Resolution by handling customer requests and resolving customer issues as often as possible during the first contact.

Experience – Fresher or Experience both can apply (BPO and Service industry experience preferred)

Under Graduation + 6 Months Experience / Graduation

Expectations:

• Communication –

  Listen attentively and resolve customers issue effectively. Should be sensitive about customer’s information.

• Customer Focus –

  Build credibility with the customer by using empathy and should patiently resolve even irate customers issues. Should be courteous, energetic and engaging while dealing with customers

• Learning Orientation –

  To keep himself/herself updated about the latest happenings around and asks questions which impacts customers delight.