Customer Support Executive

JD for your reference                                                                                                         Team Lead / Customer Support Associate ( Capital Market )

Experience Required:

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Customer Support Associate : 1–5 years

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Team Lead: 3–10 years (with team management experience)

Key Skills & Requirements:

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Empathy: Understand and address customer concerns with patience and care.

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Product Knowledge: Deep understanding of our product/services to offer effective support.

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Problem-Solving: Quickly identify issues and provide timely resolutions.

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Project Management: Manage multiple tasks and customer accounts efficiently.

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Analytical Thinking: Use data and key metrics to drive decisions and demonstrate value.

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Team Management: (For Team Lead only) Proven experience in managing a team of 5–10 people.

What You’ll Do:

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Customer Onboarding: Guide new customers through the setup process to ensure a smooth and positive start.

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Customer Engagement: Maintain regular communication to understand client needs, address concerns, and share updates about new features and enhancements.

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Renewals & Retention: Proactively manage customer renewals, showcase product value, and reduce churn.

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Customer Advocacy & Feedback Loop: Represent the voice of the customer internally by sharing feedback with the product and marketing teams.

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Upselling & Cross-Selling: Identify and recommend suitable add-on features or services to maximize customer value.

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Metrics & Reporting: Track and report on key success metrics like CSAT, NPS, churn rate, and product usage to ensure a measurable impact on customer satisfaction.

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Issue Resolution: Resolve escalations quickly while maintaining strong, positive customer relationships.

Ideal Candidate Profile:

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Strong interpersonal and communication skills

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Self-driven with a customer-first mindset

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Comfortable working in a fast-paced environment

Interested candidates please revert over mail

hire7@kapilconsulatncy.com