Job Description

As a Call Support Executive, you will play a vital role in providing exceptional customer service through Verbal & written communication channels, such as Calls and instant messaging/Emails. Your primary responsibility will be to assist customers, address their inquiries, resolve issues, and ensure a positive customer experience. You will work closely with the Support TL & HOD and other team members to maintain high service quality standards.

Key Responsibilities:

Customer Interaction:

• Respond to customer inquiries and issues via Call/Email in a professional, courteous, and efficient manner.
• Provide timely and accurate information to resolve customer queries and concerns.
• Offer assistance with product information, troubleshooting, and technical support as needed.

Problem Solving:

• Analyze customer issues and identify appropriate solutions or escalations when necessary.
• Troubleshoot and resolve common customer problems, guiding customers through step-by-step processes.

Quality Assurance:

• Maintain a high level of accuracy and consistency in communication to ensure a positive customer experience.
• Follow company guidelines and best practices for chat support.
• Continuously improve product knowledge to better assist customers.

Documentation:

• Document and summarize customer interactions, including issues, solutions, and feedback.
• Maintain organized records of chat conversations for future reference and analysis.

Team Collaboration:

• Collaborate with team members and the Support TL & HOD to ensure a cohesive and efficient customer support operation.
• Share insights, customer feedback, and suggestions to enhance service quality.

Adherence to Policies:

• Strictly adhere to company policies, procedures, and guidelines.
• Maintain confidentiality regarding customer information and sensitive data.

Qualifications and Skills:

• High school diploma or equivalent; additional education or certification is a plus.
• Strong Verbal & written communication skills with impeccable grammar and spelling.
• Previous experience in customer service, particularly in Call, Chat or email support, is preferred.
• Good understanding of the products or services the company offers.
• Ability to multitask, stay organized, and work under pressure.
• Excellent problem-solving skills and the ability to think on your feet.
• Familiarity with Call software and customer relationship management (CRM) systems is a plus.
• Empathy, patience, and a customer-centric approach to service.
• Willingness to work in shifts, including evenings and weekends, as required.

Job Type: Full-time

Pay: ?15,000.00 - ?25,000.00 per month

Jadwal:

• Day shift
• Monday to Friday
• Night shift

Tunjangan:

• Flexible schedule
• Health insurance
• Leave encashment
• Life insurance
• Provident Fund

Upah Tambahan:

• Overtime pay
• Performance bonus
• Shift allowance
• Yearly bonus

Work Location: In person