Customer Support Executive

Key Responsibilities

·               Handle inbound/outbound voice calls or email for resolving customer queries

·               Listen to and understand customer requirements

·               Provide product/service details and benefits to customers

·               Provide end-to-end solutions to the customer

·               Ask the correct questions – probing and prompting the customer wherever required

·               Timely and accurate capturing of all information given by the customer

·               Timely follow-up with brands as per escalation matrix till closure

·               Stay current with knowledge of products, processes, and services offered by the client

·               Ensure full adherence to all quality parameters and SOP

·               Cooperate with other team members, SMEs, and Team Leaders

·               Ensure 100% adherence to schedule

·               Escalate the call to the Team Leader/Manager wherever desirable

·               Handle irate/demanding customers in a tactical manner 

Skills & Competencies

·               Good typing skills – Minimum 15 WPM / 75% accuracy

·               Adept at operating computers; familiarity with the internet is desired

·               Process orientation and systems thinking

·               Average to good communication skills in English and Hindi

·               Pleasing telephone etiquette and customer focus

·               Willingness to learn