Customer Support Executive

Job role Customer support executive
Job Location Arumbakkam Chennai
Salary 12000 to 15000
Gender Females only
Qualification graduates
Experience 6 to 2years in telecalling (voice process)
Food and accommodation is free

Key Responsibilities:

1. Customer Interaction and Support:
   • Respond promptly and professionally to customer queries through calls, emails, live chat, or social media.
   • Provide accurate information about products, services, pricing, policies, and procedures.
   • Understand customer needs and offer appropriate solutions to resolve their concerns or complaints.
   • Escalate unresolved issues to higher-level support or technical teams as required, ensuring timely follow-up and resolution.
   • Maintain a positive and empathetic attitude toward customers at all times.
2. Issue Resolution:
   • Investigate customer complaints, identify the root cause, and provide suitable solutions within defined service level agreements (SLAs).
   • Coordinate with other departments (such as logistics, technical support, or sales) to resolve complex issues.
   • Record and track customer issues in the company s customer relationship management (CRM) system.
3. Product and Service Knowledge:
   • Stay updated with in-depth knowledge of company products, services, new launches, and any changes in policies.
   • Use this knowledge to educate customers and promote additional services or upgrades where appropriate.
4. Customer Relationship Management:
   • Build and maintain strong relationships with customers by delivering high-quality support.
   • Follow up with customers to ensure their issues are resolved and gather feedback about their experience.
   • Assist in customer onboarding, guiding new clients through the initial stages of product or service use.
5. Reporting and Documentation:
   • Maintain detailed records of all customer interactions, transactions, comments, and complaints.
   • Prepare regular reports on customer feedback, recurring issues, and service metrics for management review.
   • Provide insights and suggestions for improving products, services, and customer support processes.
6. Process Improvement:
   • Identify trends in customer feedback to highlight potential areas for product or service enhancement.
   • Contribute to the development and refinement of internal support procedures to improve service efficiency and quality.
   • Suggest automation or self-service options (e.g., FAQs, help center articles) to reduce customer effort.
7. Team Collaboration:
   • Collaborate with fellow support executives to share knowledge and ensure consistent support standards.
   • Participate in regular team meetings and training sessions to stay aligned with team goals and updates.
   • Provide backup support to team members during peak periods or staff shortages.
8. Technical Support (if applicable):
   • Provide basic troubleshooting assistance for customers facing technical issues.
   • Walk customers through problem-solving steps using clear, non-technical language.
   • Log and categorize techn...