Role : Customer support Executive. Location : Manesar, Haryana We are seeking a dedicated and customer-focused Customer Support Executive to join our team. In this role, you will be the first point of contact for our valued customers, responsible for addressing their inquiries, resolving issues, and ensuring a seamless and positive service experience, primarily through inbound and outbound telephone calls.Key Responsibilities
- Handle Customer Calls: Manage a high volume of inbound and outbound calls in a professional, timely, and efficient manner.
- Resolve Issues: Identify customer needs, troubleshoot issues, resolve complaints, and provide accurate, effective solutions.
- Product Knowledge: Maintain a deep and up-to-date understanding of the company's products, services, and policies to provide comprehensive support.
- Documentation: Accurately log and maintain detailed records of all customer interactions, inquiries, and remedial actions in the Customer Relationship Management (CRM) software.
- Escalation and Follow-up: Escalate complex technical or unresolved issues to the appropriate internal teams and maintain ownership of the call until a final resolution is reached.
- Achieve Targets: Meet daily qualitative and quantitative performance targets for call handling time, customer satisfaction (CSAT), and issue resolution rates.
Required Qualifications and SkillsMinimum Requirements
- Education: Graduate degree or equivalent.
- Experience: At least 1 year of proven experience in a call center or customer support role, primarily focused on voice/call handling.
- Communication: Strong active-listening, verbal-communication, and interpersonal skills.
- Technical Proficiency: Proficiency in using customer support and Customer Relationship Management (CRM) software.
- Problem-Solving: Effective problem-solving abilities and a proactive, detail-oriented approach to customer issues.
- Soft Skills: Empathetic, patient approach, with the ability to maintain composure and professionalism in stressful situations.
Preferred Skills
- Experience in customer sales (upselling/cross-selling) is a plus.
- Fluency in multiple languages for communication in a diverse market.
- Ability to multitask and manage time effectively to handle multiple inquiries concurrently.
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