Customer Support Executive

Assist customers with product related issues.& & & & & & & & & & & & & & & & & & & & & & & & & & & & & & & & & & & & & & Answer Phone to respond to customer inquiries and troubleshoot for any technical issues

Assist customers with installation / uninstall of our product & software.& & & & & & & & & & & & & & & & & & & Assist customers with product configuration, error messages or common issues.&

Project a professional company image through phone interaction.& & & & & & & & & & & & & & & & & & & & & & Provide customers with product and service information.&

Key Responsibilities:

1. Customer Interaction and Issue Resolution

• Answer customer inquiries via phone, email, chat, or in person in a timely and professional manner.
• Listen to customer concerns attentively and understand their issues clearly.
• Provide accurate, valid, and complete information using appropriate tools and systems.
• Resolve customer complaints effectively by identifying the root cause and offering solutions or escalating as required.
• Follow up with customers to ensure their issues have been resolved satisfactorily.

2. Technical Support and Product Knowledge

• Develop a thorough understanding of company products, services, policies, and processes.
• Assist customers with troubleshooting basic technical problems (e.g., login issues, payment failures, order tracking).
• Guide customers through the usage of products, installations, and updates where applicable.
• Stay updated on new features, product updates, and service changes.

3. Order Management and Service Requests

• Help customers with order placements, cancellations, returns, exchanges, and refunds.
• Track orders and provide shipping updates and estimated delivery times.
• Log service requests and ensure timely resolution by coordinating with internal departments.

4. Data Entry and Documentation

• Maintain accurate records of customer interactions and transactions in CRM or helpdesk systems.
• Document customer feedback, issues, and complaints to identify patterns or recurring problems.
• Generate daily/weekly reports on support tickets, response times, and resolution status for review.

5. Quality and Compliance

• Follow communication scripts, guidelines, and standard operating procedures (SOPs).
• Maintain quality standards in every interaction, ensuring customer satisfaction and loyalty.
• Adhere to company policies regarding data privacy, confidentiality, and ethical handling of customer information.

6. Collaboration and Communication

• Coordinate with the operations, logistics, billing, and technical teams to resolve escalated issues.
• Participate in team meetings, knowledge-sharing sessions, and product training.
• Contribute suggestions for improving customer service processes or tools.