Customer Support Executive

Job Summary:

As a Customer Support Executive at ZPay Solutions Private Limited, you will be the primary point of contact for our customers, providing timely assistance and resolving inquiries or issues to ensure a positive experience. You will handle a variety of customer interactions through multiple channels, including phone, email, chat, and social media, and collaborate with internal teams to address customer needs effectively.

Key Responsibilities:

1. Customer Assistance: Respond to customer inquiries, provide product information, and assist with account-related issues or technical support questions via phone, email, chat, or social media platforms.
2. Issue Resolution: Identify and troubleshoot customer concerns or problems, escalate complex issues to appropriate departments, and follow up to ensure timely resolution and customer satisfaction.
3. Order Processing: Process customer orders, returns, refunds, and exchanges accurately and efficiently, maintaining detailed records and documentation as required.
4. Product Knowledge: Develop a thorough understanding of our products or services, stay updated with product changes or updates, and communicate product features and benefits to customers effectively.
5. Customer Feedback: Collect and document customer feedback, suggestions, and complaints, and relay insights to the relevant teams to drive continuous improvement and product development.
6. Quality Assurance: Adhere to company policies, procedures, and service standards to ensure consistent delivery of high-quality customer support and adherence to service level agreements (SLAs).
7. Team Collaboration: Collaborate with cross-functional teams including sales, marketing, and product development to address customer needs, share insights, and contribute to overall customer satisfaction and success.