Customer Support Executive (CSE)

Position Summary :

We are seeking a dedicated and customer-focused Escalation and Customer Support Executive to join our team. In this role, you will play a crucial part in ensuring customer satisfaction by addressing and resolving escalated issues promptly and effectively. The ideal candidate will possess strong communication skills, problem-solving abilities, and a commitment to delivering exceptional customer service.

Key Responsibilities :

• Manage and resolve escalated customer issues in a timely and professional manner.
• Collaborate with other support team members to gather information and insights to address customer concerns.
• Act as a point of contact for complex customer queries and provide solutions that meet their needs.
• Utilize communication channels, such as email, phone, and chat, to interact with customers and resolve their concerns.
• Identify trends in escalated issues and collaborate with the team to implement proactive solutions.
• Maintain accurate records of customer interactions and escalations in the CRM system.
• Provide feedback to the product and service teams based on customer insights to contribute to continuous improvement.
• Ensure customer satisfaction and retention by building positive relationships through effective communication and problem resolution.
• Collaborate with the North America team to understand and offload designated tasks to the India operations.
• Ensure timely and accurate execution of tasks, maintaining the high standards set by the North America team.
• Provide regular updates and reports on the progress of offloaded activities

Requirements :

• Role involves handling emails from customers, incoming calls and making outbound calls as per the requirement. It may also require managing chat communications
• Candidates should be comfortable working in a blended environment
• Flexibility to work in night shifts with rotational day offs is required; this position is office-based only
• Excellent communication skills, both written and verbal
• Strong problem-solving abilities and a proactive approach to addressing customer concerns
• Ability to work collaboratively in a team environment
• Familiarity with CRM systems and support tools
• Empathy and patience in dealing with customer issues
• Strong organizational skills with attention to detail
• Ability to adapt to a fast-paced and dynamic work environment
• Strong organizational and multitasking abilities to manage and prioritize tasks effectively
• Detail-oriented with a focus on maintaining high-quality standards

Job Types: Full-time, Permanent, Contractual / Temporary
Contract length: 365 days

Pay: ₹33,000.00 - ₹40,000.00 per month

Benefits:

• Health insurance
• Paid time off

Work Location: In person