Job description

We are looking for a customer-oriented Support Executive to join our team. The ideal candidate will be responsible for managing customer inquiries, resolving issues, and ensuring overall customer satisfaction. You will provide support via phone, email, and other communication channels to help customers get the most out of our products and services.

Key Responsibilities:

Customer Assistance:

Respond to customer queries and issues through phone calls, emails, and chat in a prompt and professional manner.

Provide accurate information about product features, functionalities, and services.

Ensure high levels of customer satisfaction by resolving concerns effectively.

Issue Resolution:

Troubleshoot and resolve customer complaints or issues related to the product, ensuring timely and efficient problem-solving.

Coordinate with technical support or other departments for more complex queries.

Follow up with customers to ensure their concerns are fully resolved and document outcomes.

Product Knowledge:

Gain a deep understanding of the company's products and services to provide comprehensive support.

Stay updated on new features, updates, and company policies to offer accurate assistance.

Documentation:

Log customer interactions, issues, and resolutions in the CRM or support system.

Maintain a record of frequently asked questions (FAQs) and common issues to improve support efficiency.

Provide reports on recurring issues and customer feedback to help improve the product.

Customer Feedback:

Collect customer feedback and insights for continuous product and service improvement.

Share customer suggestions and pain points with the team to enhance service quality.

Key Competencies:

Patience and empathy when dealing with customers.

Ability to multitask and prioritize work effectively.

Technical aptitude to quickly learn and understand new products.

Team player with a proactive attitude and eagerness to learn.

Requirement

• 1-3 years of experience in a customer support role or similar.
• Excellent communication and interpersonal skills.
• Strong problem-solving skills with the ability to think quickly and make sound decisions.
• Ability to handle challenging customer situations and work in a fast-paced environment.
• Understanding of Tally is a plus.