Company Overview

Ernst & Young is a global leader in assurance, tax, transaction, and advisory services, headquartered in Beijing. With over 10,001 employees, the company provides expert services including accounting consultations and audit reporting to facilitate corporate growth and compliance. Visit our website at https://www.ey.com/ to learn more about our work in the accounting industry.

Job Overview

We are seeking a Junior Customer Support Specialist for our Gurgaon location. Operating under a fixed-term full-time employment model, this role requires 1 to 3 years of experience. The candidate will provide exceptional support, troubleshoot issues, and enhance customer satisfaction for Ernst & Young's products and services.

Qualifications and Skills

• Excellent communication skills to effectively interact with diverse customer needs and resolve their issues promptly. (Mandatory skill)
• Problem-solving abilities to quickly identify issues and deploy effective solutions under pressure. (Mandatory skill)
• Empathy and patience to handle complex customer interactions and maintain a positive service experience. (Mandatory skill)
• Technical troubleshooting to diagnose and address technical problems efficiently, reducing downtime and enhancing productivity.
• Attention to detail for accurately documenting customer interactions and following up on outstanding issues systematically.
• Ability to multitask effectively, managing multiple customer inquiries and problems concurrently without losing focus.
• Knowledge of product/service to provide informed assistance and enhance customers' understanding and engagement with our offerings.
• Conflict resolution skills to manage and resolve customer disputes smoothly, promoting trust and satisfaction.

Roles and Responsibilities

• Provide first-line support for customer inquiries and assist them in understanding and resolving their issues promptly.
• Utilize problem-solving skills to diagnose and solve technical and functional issues affecting customer satisfaction.
• Manage and escalate unresolved issues to appropriate internal teams for resolution while ensuring a seamless customer experience.
• Document all interactions accurately in the customer support system for future reference and continuous service improvement.
• Stay informed about Ernst & Young’s product/services updates to provide comprehensive customer support.
• Monitor customer feedback and communicate with the product management team to enhance service quality and performance.
• Develop strong relationships with clients, ensuring high levels of customer satisfaction and loyalty.
• Coordinate with cross-functional teams to streamline customer support processes and enhance overall service delivery.