Required Customer Support - Coimbatore

Key Responsibilities

1. Customer Interaction and Support

• Respond to customer queries via phone, email, chat, or social media in a timely and professional manner.
• Provide accurate information regarding products, services, pricing, and company policies.
• Assist customers in navigating company websites, apps, portals, or service platforms.
• Guide customers through troubleshooting steps for any product or service-related issues.

2. Complaint Handling and Issue Resolution

• Address and resolve customer complaints efficiently while maintaining a calm and courteous attitude.
• Investigate and analyze the root cause of customer issues.
• Coordinate with other departments such as technical support, logistics, sales, or billing to resolve complex queries.
• Follow up with customers to ensure their issues are resolved to their satisfaction.

3. Order and Account Management

• Help customers with order placement, cancellations, changes, or tracking deliveries.
• Assist in processing returns, refunds, or exchanges in accordance with company policies.
• Update customer account details and maintain accurate records of interactions and transactions.

4. Product Knowledge and Guidance

• Develop in-depth knowledge of the company s products and services to offer tailored support.
• Educate customers on how to use products or services effectively.
• Keep up-to-date with changes in features, upgrades, or new offerings.

5. Customer Feedback and Reporting

• Record and track customer complaints, suggestions, and feedback.
• Report recurring issues to supervisors or the quality assurance team for further analysis.
• Participate in customer satisfaction surveys or feedback campaigns.
• Contribute ideas to improve customer service processes and product offerings.

6. Data Entry and Documentation

• Maintain and update the customer support database and CRM system with accurate records.
• Log all customer interactions, case resolutions, and relevant notes for future reference.
• Prepare reports on daily activities, customer trends, and support metrics when required.

7. Team Collaboration

• Collaborate with colleagues and supervisors to share knowledge and provide consistent service.
• Attend training sessions, team meetings, and workshops to enhance skills and product knowledge.
• Support other team members during high-volume periods or when resolving difficult issues.