Job Description

TITLE OF ROLE: Support AgentDEPARTMENT: Global Horizontal SupportREPORTS TO (ROLE): Manager - Customer SupportLOCATION: ChennaiShift Timing: 9 PM to 6 AM (Night ShiftPosition Summary:Interact with customers to provide information in response to level 1 inquiries about products and services and to handle and resolve questions. Provide customer support by obtaining, analyzing, and verifying the accuracy of information in a timely manner. Initiate and/or implement corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained. Collect the information from the customer and either help them or find the appropriate team to transfer to.Job Responsibility:Receive customer requests by telephone, e-mail, chat and web. Analyze the requests, provide solution or ascertain who best can provide the information, and route the request to the appropriate department / individual.Maintain customer records by updating account information.Resolve level 1 product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.Forward all details of potential customers to Account Manager/Dealer Channel Sales by collecting customer information.Provide all billing related information to customers - help in resolving any billing issuesReceive, process and verify the accuracy of requests from customers utilizing the companys internal tools and systems.Provide quality service to both internal and external customers through quick and accurate communication.Receive inquiries and contact the organizations other departments to resolve a variety of account related issues.Qualifications & Experience:Bachelors Degree or equivalentMin 0 to 1 years of experience in customer serviceSpecific Skills required:Excellent written and verbal communication skillsProcess-oriented with high attention to detailBasic knowledge of Google WorkspaceBasic knowledge of computer - MS Windows & MS OfficeProblem solving and analytical skills

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