Customer Support Specialist

Mission Of Customer Support Specialist

To efficiently solve customer technical queries across multiple channels telephone, chat, WhatsApp, and email while ensuring no backlog. The role also involves generating additional sales from inbound leads using Zoho CRM and taking ownership of customer issues to drive timely resolution and enhance service quality.
Cultural Fit

• Discipline First: Respect 's organizations, counterpart 's time, and commitments.
• Aptitude Thinking: Uses analytical thinking to solve complex issues effectively.
• Probing Skills: Ask the right questions to uncover root causes and provide solutions.
• Proactive and Responsible: Takes initiative to improve processes and outcomes.
• Empathetic and Patient: Handles customer interactions with care and professionalism.
• Collaborative: Works seamlessly with technicians and other departments.
• Commitment to Excellence: Strives for continuous personal and team improvement.

Key Responsibilities

Lead Management: Capture and manage inbound leads within 24 hours in Zoho CRM, ensuring timely follow-ups.

Language Proficiency: English (Mand), Kannada (Mand), Hindi (Opt)

Sales Engagement: Make sales calls to each and every inbound leads in the personal bin, promote products and close deals.

Technical Product Support: Provide in-depth product feature support to customers by sending proper video and image references.

Ticket Management: Create, manage, and own tickets until resolution using Zoho Desk.

Installation Coordination: Facilitate product installations by working closely with technicians.

Service Support: Deliver exceptional sales and technical support across channels.

Continuous Improvement: Identify opportunities for service enhancement, take the initiative to improve processes and give feedback to higherup.

Performance Metrics

Ticket Resolution Time: Ensure timely closure of tickets, reflecting accountability.

Customer Satisfaction (CSAT): Maintain high satisfaction levels of 80% through effective service.

First Response Time: Provide quick initial responses to customer queries within 60 minutes on all working days.

Sales Conversion Rate: Convert inbound leads into customers efficiently.

Lead Response Time: Engage leads promptly in Zoho CRM to prevent missed opportunities.

Backlog Management: Keep backlog to a minimum by owning issue resolution end-to-end.

Installation Success Rate: Coordinate and track installations to completion with 100% accuracy.

Competencies

Zoho CRM and Zoho Desk Proficiency: Skilled in managing tickets and customer data.

Sales Ability: Capable of upselling and cross-selling products effectively.

Communication Skills: Clear, concise communication across multiple platforms.

Problem-Solving: Independently resolves technical issues with minimal supervision.

Customer-Centric Mindset: Puts the customer first and ensures satisfaction.

Multi-Tasking: Manages multiple queries and tasks efficiently.

Accountability: Takes full ownership of tasks and customer issues until resolved.

Job Profile : Customer Support Specialist
Industry : Others