Customer Support Executive

1.       Respond promptly to customer inquiries via phone, email, chat, and social media.

2.       Provide accurate, valid, and complete information by using the right methods/tools.

3.       Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.

4.       Problem Resolution:

5.       Identify and assess customers’ needs to achieve satisfaction.

6.       Diagnose and troubleshoot technical issues and provide solutions.

7.       Escalate unresolved issues to the appropriate internal teams and follow up until resolved.

8.       Documentation and Reporting:

9.       Maintain detailed records of customer interactions, process customer accounts, and file documents.

10.    Prepare and distribute customer activity reports.

11.    Provide feedback on the efficiency of the customer service process.

12.    Product/Service Knowledge:

13.    Stay updated with product knowledge and new product/service offerings.

14.    Provide customers with information about new features and services.

15.    Team Collaboration:

16.    Work closely with team members to meet and exceed customer service goals.

17.    Collaborate with the sales and marketing teams to stay updated on product knowledge and promotions.

18.    Qualifications: Bachelor’s degree preferred.

19.    Proven customer support experience, sales engineer or experience as a client service representative.

20.   Strong phone contact handling skills and active listening.

Requirements

1.       Excellent communication and presentation skills.

2.       Ability to multi-task, prioritize, and manage time effectively.  

3.       Proficient in using customer support software, databases, and tools.

4.       Familiarity with CRM systems and practices.  

5.       Personal Attributes

6.       Customer-oriented and able to adapt/respond to different types of characters.  

7.       Positive attitude and a passion for providing exceptional customer service.  

8.       Problem-solving skills and the ability to think on your feet.