ROLES AND RESPONSIBILITIES 1. Persuasive Speaking Skills Think of the most persuasive speaker in your organisation. Is he or she a salesperson? Chances are the answer is yes. Persuasion has long been recognised as an important sales skill, but it can also be invaluable for your customer service. Every day, your reps turn problems into solutions and fair-weather customers into loyal brand evangelists. Think they don’t need to be persuasive to get the job done? Believe it or not, 74% of consumers say they’ve spent more with a company because of positive service experiences — up to 14% more. It’s that effective. So make sure your reps can speak confidently, stay positive, and offer the kind of compelling arguments that lead to conversions. 2. Empathy No list of good customer service skills is complete without empathy. Empathy is the ability to understand another person’s emotions and to understand their point of view. How is empathy an important service skill? Consider that 70% of buying experiences are based on how the customer feels they are being treated. It’s not about whether the problem was solved, if there was a refund, or how much time was spent — at least, it’s not entirely, or even mostly, about those issues. Business people are so used to thinking about the bottom line, but the bottom line in most customers’ minds isn’t financial; it’s emotional. Emotions are more important than facts, plain and simple. 3. Adaptability When you work directly with the public, your days are never exactly the same. People aren’t the same. Did you know that 60% of customers change how they contact you depending on where they are and what they’re doing? That means you’ll have inquiries coming in via phone, email, social media, and maybe even in person — sometimes all from the very same customers. Luckily, a good CRM is equipped to handle this challenge by integrating ticket sources and making customer information available no matter what channel you’re using. Customer service reps need that same mental flexibility to respond to a variety of situations in whichever way your customers prefer at the moment. 4. Ability to Use Positive Language If your customer contacts you, chances are it’s because he or she has a problem. But despite a customer’s anger, frustration, or defeatism, reps need to stay positive. It’s okay to empathise with the customer — in fact, it’s a key component of great service — but keep it as upbeat as you can. Steer the conversation toward a positive outcome with use positive language. Focus on the solution. Thank customers for their patience, understanding, and valued loyalty. 5. Clear Communication Skills This may seem obvious, but you’d be surprised how many customers struggle to communicate with their customer service representative. In fact, 33% of clients say that efficiently answering questions is the most important skill that a customer service agent can have. Mumbling, losing focus, or using unclear language can be the source of many dissatisfied customer experiences. Your agents can be the most empathetic, professional, and positive people in the business, but they also must be able to communicate well with customers. Hire good communicators and commit to training everyone on your customer service team. 6. Self-Control To piggyback on a well-known truism, working in customer service is like a box of chocolates: You never know what you’re going to get. It could be an irate customer one minute, a completely confused person the next, or a perfectly patient customer who turns around and criticises your company on Facebook. In a world where a single negative social media post about your company has as much impact on buyer decisions as five positive ones, that’s a pretty big deal. As stressful and anxiety-inducing as customer service can be, your reps need to have self-control — even when your customers don’t. They need to remain calm even when attacked, positive when faced with pessimism, and professional when a customer gets personal. There are very few consequences for a customer when they blow up at a rep. The consequences of not having self-control when interacting with a customer, however, are often irreparable. 7. Taking Responsibility Just because you solve a customer’s issue doesn’t mean they’ll stick around, but how you solve an issue is just as important as providing a solution. The key is to take responsibility for the customer’s care. Your customer service reps are on the front lines of satisfaction, but how many of your reps are actually the cause of the issue at hand? Very few. They can take responsibility for how the solution occurs, however, and 29% of customers say the ability to handle requests without transfers or escalations is one of the most important skills for a representative. This is a big deal, as 70% of customers who have left companies say they would have stayed if their issue had been resolved in a single interaction instead of several. 8. Patience When being shouted at, insulted, and rudely rushed are all just a part of your day, it can seem like playing Russian Roulette every time you pick up the phone or otherwise greet a customer. But keeping your cool is critical to great customer service. According to a study at the University of Toronto, impatience makes doing hard things (like talking down an irate customer) even harder. It also impedes your enjoyment of life, and if you think dealing with unhappy customers is a pain, just wait until they make your whole department ornery. Instead, breathe. Realise that this person’s anger has little to do with you, but that you have the chance to turn their day — and their problem — into something positive. Salary : 15k to 25k per month

More about this Customer Support Executive job

Serving Skill is aggressively hiring for the job profile of Customer Support Executive at Delhi-NCR in PAT PAR GANJ locality. Kindly go through the FAQs below to get all answers related to the given job. 1. How much salary can I expect? Ans. You can expect a minimum salary of 15,000 INR and can go up to 25,000 INR. The salary offered will depend on your skills, experience and performance in the interview. 2. What is the eligibility criteria to apply for this job? Ans. The candidate should have completed Graduate degree and people who have 1 to 31 years are eligible to apply for this job. You can apply for more jobs in Delhi-NCR to get hired quickly. 3. Is there any specific skill required for this job? Ans. The candidate should have Good (Intermediate / Advanced) English skills and sound communication skills for this job. 4. What are the timings of the job and how many working days are there? Ans. It is a Full Time job having timing from 9 AM - 6 PM and will have 6 working days i.e., Monday - Saturday. 5. Is it a work from home job? Ans. No, it’s not a work from home job and can’t be done online. You can explore and apply for other work from home jobs in Delhi-NCR at apna. 6. Are there any charges or deposits required while applying for the role or while joining? Ans. No work-related deposit needs to be made during your employment with the company. 7. How can I apply for this job? Ans. Go to the apna app and apply for this job. Click on the apply button and call HR directly to schedule your interview. 8. What is the last date to apply? Ans. The last date to apply for this job is 25-Dec-2021. For more details, download apna app and find Full Time jobs in Delhi-NCR. Through apna, you can find jobs in 74 cities across India. Join NOW!