Customer Support Analyst

Customer Support

Role Objective:

A Customer Support Executive handles inbound calls / handles chats / replies to emails. The responsibility is to respond to incoming calls from the customers to address their queries / concerns, troubleshoot problems, provide information, and handle complaints regarding the organization’s products or services.

Roles & Responsibilities:

Should be able to resolve customer queries & handle grievances to preserve the company’s reputation

Build sustainable relationships and trust with customer through open and interactive communication

Provide accurate, valid and complete information by using the right methods/tools

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Take the extra mile to engage customers & take initiatives in the team

Making sure the job is completed within the defined SLA / TAT time

Should be focused to achieve 100% customer satisfaction and zero client or customer escalations

Informs customers by explaining procedures; answering questions; providing information

Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures

Escalate appropriate issues and follow-up till closure

Keep records of customer interactions, process customer accounts and file documents

Skills & Experience

0-11 months of experience in customer support (voice and non-voice)

Excellent communication and interpersonal skills

International calling experience is preferred

Proficient with computers and other productivity suites

Should have strong analytical & convincing skills

Ability to apply the training knowledge in real world situations

Flexible to work in shifts

Good typing skills

Good at multitasking – Handling voice / non-voice activities together