Help Desk Executive

Role Summary

The Helpdesk Executives responsible for providing excellent customer support to clients seeking information about our services. This role involves addressing inquiries, resolving issues, and ensuring a positive experience for clients throughout the application process.

Duties and Responsibilities

 Serve as the first point of contact for clients seeking information about our product and services.

 Respond promptly and professionally to inquiries through various channels, including phone calls, emails, and live chat.

 Arrange a call back from concerned department for resolving detailed query of clients.

 Coordinate with internal teams to ensure timely and accurate arrangements of call back to customers.

 Identify and resolve client concerns, issues, or discrepancies promptly and effectively.

 Escalate complex issues to the appropriate departments while keeping clients informed of the resolution process.

 Maintain accurate and detailed records of client interactions, inquiries, and resolutions.

 Update and manage client profiles in the customer relationship management (CRM) system.

 Work closely with all departments to ensure seamless communication and client support.

 Provide feedback on common client issues to improve overall service quality.

 Proactively address potential issues or concerns to enhance the overall client experience.

 Stay updated on our various products and services thoroughly to provide accurate and current information to clients.

 Deal with the concerns of previous staffs and hand over that case into concerned person.

 Detail-oriented and committed to maintaining accurate records

Note: The principal responsibilities listed above are an illustrative list and not an exhaustive list. Additional responsibilities may be added from time to time depending on organizational requirements.

Education : Graduates

Special knowledge, abilities and skills

Customer-focused with a passion for delivering exceptional service.

Patience and empathy when dealing with client inquiries and concerns.

Ability to work under pressure and meet tight deadlines.

Detail-oriented and committed to maintaining accurate records.

Team player with the ability to collaborate effectively with colleagues.

Bachelor's degree in a relevant field.

Proven experience in customer service or a related role.

Excellent communication skills in English, both written and verbal.

Strong organizational and multitasking abilities.

Proficiency in using helpdesk software and CRM systems.

Job Type: Full-time

Pay: ₹15,000.00 - ₹20,000.00 per month

Ability to commute/relocate:

• Thrissur, Kerala: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person