Customer Support Executive

About the Role:

We at Sheva Technology Services (Arm of Sheva Empresa) are seeking a motivated and customer-centric Customer Service Representative (CSR) to join our growing team. In this role, you will be the first line of support for our valued customers, ensuring their questions and concerns are addressed promptly and professionally

​

Responsibility:

​

• Manage and resolve customer complaints promptly and efficiently, ensuring customer satisfaction
• Identify and escalate complex or unresolved issues to supervisors for further resolution
• Provide accurate and detailed product and service information to customers, addressing their queries and concerns effectively
• Conduct thorough research using available resources to gather necessary information and resolve customer concerns
• Utilize applicable software to research, identify, and resolve customer complaints in a timely manner
• Document all support request information according to established standard operating procedures, maintaining accurate and organized records
• Recognize, document, and alert the management team of emerging trends in customer requests, enabling proactive problem-solving and service improvement
• Follow up with customer calls where necessary, ensuring complete resolution of their issues and providing updates on the status of their requests
• Complete reports on customer interactions, performance metrics, and other relevant data, contributing to data-driven decision-making
• Perform other duties as assigned, such as participating in training programs, assisting with special projects, and providing support to colleagues
• Effectively communicate with customers, demonstrating empathy and building rapport

Qualifications:

​

• Education Qualification: Bachelors degree
• Have at least 1 year of experience working in a call center environment, gaining hands-on experience in handling customer interactions
• Excellent written and verbal communication skills
• Ability to prioritize tasks, manage workload effectively, and meet deadlines
• Proficient in Microsoft Office Suite and in relevant computer applications, including Intercom or Zen desk, to facilitate efficient customer communication and problem-solving
• Possess a deep understanding of customer service practices and principles, ensuring adherence to best practices and delivering exceptional customer experiences
• Exhibit excellent typing skills, enabling efficient and accurate documentation of customer interactions and support requests
• A positive and customer-centric attitude
• Possess superior listening, verbal, and written communication skills, facilitating effective communication and rapport-building with customers
• Demonstrate the ability to handle stressful situations appropriately, maintaining composure and professionalism even under pressure
• Have perfect fluency in English, enabling seamless communication with customers and colleagues