Customer Support Executive

Customer Support Executive

Key Responsibilities

• Customer Interaction Inquiry Resolution:
• Respond promptly and professionally to customer inquiries, complaints, and feedback across various channels (phone, email, chat, social media as assigned).
• Actively listen to customer concerns, empathize with their situations, and clarify their needs.
• Provide accurate, clear, and comprehensive information about our products, services, policies, and procedures.
• Guide customers through troubleshooting steps or product usage, offering step-by-step assistance when needed.
• Issue Resolution Escalation:
• Efficiently resolve customer issues on the first contact whenever possible, striving for high first-contact resolution rates.
• Diagnose and troubleshoot basic technical or service-related problems.
• Escalate complex or unresolved issues to the appropriate internal teams (e.g., technical support, sales, operations) and follow up to ensure timely resolution.
• Record Keeping Reporting:
• Maintain detailed and accurate records of all customer interactions, inquiries, issues, and resolutions in the CRM system.
• Update customer information and ensure data integrity.
• Contribute to daily/weekly reports on customer feedback, common issues, and resolution times.
• Product Knowledge Continuous Improvement:
• Maintain a deep understanding of the company's products, services, and policies to provide effective support.
• Stay updated on new product features, service updates, and industry best practices.
• Collect customer feedback and insights to help identify areas for product or service improvement.
• Team Collaboration Professionalism:
• Collaborate effectively with cross-functional teams to ensure a unified customer experience.
• Adhere to company guidelines, service level agreements (SLAs), and quality standards in all interactions.
• Maintain a positive, calm, and professional demeanor, even when dealing with challenging customers.