Customer Support Executive

Job Title: Customer Support Manager

Company Overview:

At Apna, we pride ourselves on providing exceptional customer service and support. We believe in building strong relationships with our customers and ensuring their satisfaction at every interaction. As we continue to grow, we are seeking a dedicated Support Associate to join our team and help us maintain our high standards of customer care.

Position Overview:

As a Support Associate, you will be the first point of contact for our customers seeking assistance via our online chat platform. You will engage with customers in a friendly and professional manner, providing timely and effective support to resolve their inquiries and concerns.

Key Responsibilities:

• Respond promptly to customer inquiries via chat/call/email providing accurate information and assistance.
• Identify and assess customers' needs to achieve resolution in a timely manner.
• Provide guidance and troubleshooting assistance for product-related issues.
• Escalate complex or unresolved inquiries to appropriate teams for further investigation.
• Maintain thorough and accurate records of customer interactions and transactions.
• Uphold company policies and procedures while delivering exceptional customer service.
• Collaborate with team members to continuously improve processes and enhance the customer experience.

Qualifications:

• Must perform the AI screening call. You will receive a call from our end by our AI.
• Excellent written & verbal communication skills, with a friendly and professional tone.
• Strong customer service orientation and a passion for helping others.
• Ability to multitask and prioritize in a fast-paced environment.
• Problem-solving skills with a proactive approach to issue resolution.
• Familiarity with online chat platforms and customer support software (experience with JIRA, SLACK, Google-Meet, FW is a plus).
• Previous experience in customer service or support role preferred, but not required.
• Graduation or equivalent; additional education or training in customer service is a plus.

Why Join Us:

• Opportunity to make a meaningful impact and contribute to customer satisfaction.
• Collaborative and supportive work environment with opportunities for growth and development.
• Competitive compensation and benefits package.
• Flexible work schedule options available.