Job Description

1. Customer Assistance and Issue Resolution

• Respond to customer inquiries: Answer questions regarding products, services, orders, billing, or technical issues via phone, email, live chat, or social media.
• Resolve customer complaints: Address and resolve customer issues or complaints efficiently and professionally, aiming for first-contact resolution whenever possible.
• Provide troubleshooting assistance: Guide customers through problem-solving steps for technical issues, providing clear and easy-to-understand instructions.
• Follow up on open issues: Ensure all customer concerns are addressed, providing follow-up communication until the issue is resolved to the customer's satisfaction.

2. Product/Service Knowledge

• Maintain deep product knowledge: Stay up to date on all product features, services, and company policies to provide accurate and helpful information.
• Offer product recommendations: Based on customer needs and concerns, suggest relevant products or services that could improve their experience.
• Ensure accuracy of information provided: Double-check details when assisting customers to ensure no misinformation is provided.

3. Customer Experience Management

• Ensure a positive customer experience: Provide friendly, empathetic, and effective service to enhance the customer's experience with the brand.
• Handle difficult customers with professionalism: Remain calm and solution-oriented when dealing with upset or frustrated customers.
• Maintain customer loyalty: Aim to resolve issues in a manner that strengthens customer trust and satisfaction with the company.

4. Multichannel Support

• Provide multichannel support: Assist customers across multiple communication channels, such as phone calls, email, live chat, social media, or in-person (if applicable).
• Adapt communication style: Adjust tone and style of communication based on the customer's preferred channel and their demeanor.

5. Documentation and Reporting

• Document customer interactions: Accurately record customer queries, complaints, and resolutions in CRM or ticketing systems to maintain a detailed history of interactions.
• Update customer records: Ensure that customer profiles are up-to-date with relevant information regarding purchases, interactions, and preferences.
• Generate reports: Regularly contribute to reports regarding common customer issues, feedback, and suggestions, providing insights for product or service improvement.

6. Collaboration with Other Teams

• Collaborate with other departments: Work closely with sales, technical support, and product teams to ensure the resolution of complex customer issues and to provide feedback on recurring problems.
• Escalate unresolved issues: When needed, escalate customer issues to higher-level support or management for further investigation and resolution.
• Share feedback with teams: Communicate customer feedback and insights to relevant departments to help improve products, services, or processes.

7. Continuous Learning and Improvement

• Stay informed on updates: Keep current with company policies, product updates, and industry trends to improve the quality of customer support.
• Participate in training: Regularly attend training sessions or workshops to enhance product knowledge, communication skills, and customer service techniques.
• Implement best practices: Follow company guidelines and industry best practices to ensure a high standard of customer support.

8. Performance Metrics and KPIs

• Meet performance targets: Ensure you meet or exceed service level agreements (SLAs) or KPIs such as response time, resolution time, customer satisfaction (CSAT), and first-contact resolution rates.
• Track customer satisfaction: Use surveys, feedback forms, and other tools to measure customer satisfaction, identifying areas for improvement.

9. Managing Customer Expectations

• Set realistic expectations: Ensure customers understand what can be done and provide clear timelines or solutions.
• Keep customers informed: Provide status updates and notify customers of any delays, ensuring transparency throughout the resolution process.

10. Customer Retention and Advocacy

• Promote customer retention: Focus on building long-term relationships with customers through excellent support and a positive attitude.
• Encourage feedback: Actively ask customers for feedback on the service they received and suggest ways to improve.
• Cross-sell and upsell when appropriate: Identify opportunities to introduce customers to new products or services that may better meet their needs.

Skills and Qualities for Customer Support Role:

• Communication Skills: Clear and concise communication, both written and verbal, with a customer-centric approach.
• Problem-Solving Skills: Ability to understand customer issues and provide timely and effective solutions.
• Empathy and Patience: Showing genuine concern for customers' problems and treating each interaction with understanding.
• Multitasking: Ability to handle multiple inquiries simultaneously, without compromising the quality of service.
• Technical Skills: Familiarity with customer service software (e.g., Zendesk, Freshdesk), ticketing systems, and CRM tools.
• Attention to Detail: Accuracy in documenting customer interactions and following up on unresolved issues.
• Time Management: Ability to manage multiple inquiries efficiently, prioritizing urgent issues and meeting response time targets.
• Positive Attitude: A friendly, professional demeanor, especially in challenging situations.
• Active Listening: Fully understanding customer needs by listening attentively, asking clarifying questions, and summarizing their concerns before offering solutions.
• Adaptability: Ability to adapt to changing workflows, tools, and processes as the company grows or evolves.

Job Type: Full-time

Pay: ?10,000.00 - ?15,000.00 per month

Schedule:

• Day shift
• Morning shift
• Night shift

Education:

• Bachelor's (Preferred)

Experience:

• total work: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Language:

• Hindi (Preferred)
• English (Preferred)

Work Location: In person

Speak with the employer
+91 9799932802