Customer Support Role - Non Voice Process (1-8 Yrs) Mumbai (After-Sales/Customer Service)

Company Overview:Our company is a leading provider of customer support solutions, specializing in assisting businesses across various e-commerce platforms. We empower businesses to deliver exceptional customer experiences through efficient and effective support channels. Our operations span across India, supporting a diverse range of clients and their customer base.Role Overview:The Customer Support (Non Voice) role is responsible for providing exceptional customer service through written communication channels. You will be interacting with customers to resolve their queries, address their concerns, and ensure their satisfaction. This role involves collaborating closely with internal teams to escalate complex issues and contribute to a seamless customer experience. Your efforts will directly impact customer loyalty and contribute to the overall success of the business.Key Responsibilities:- Respond to customer inquiries via email, chat, and other written channels in a timely and professional manner to ensure customer satisfaction.- Troubleshoot and resolve customer issues related to products, services, and orders to minimize customer frustration and improve customer retention.- Document customer interactions and resolutions accurately in the CRM system to maintain a comprehensive record of customer history.- Escalate complex or unresolved issues to the appropriate internal teams to ensure timely resolution and prevent further customer dissatisfaction.- Proactively identify and report recurring customer issues to the product and development teams to drive product improvements and reduce future support requests.- Contribute to the development and maintenance of knowledge base articles and FAQs to empower customers to self-serve and reduce support volume.- Adhere to established service level agreements (SLAs) and quality standards to ensure consistent and high-quality customer support.- Gather customer feedback and insights to identify areas for improvement in the customer experience and support processes.Required Skillset:- Exceptional written communication skills, including grammar, spelling, and clarity, to effectively communicate with customers.- Proven ability to understand and resolve customer issues efficiently and accurately.- Strong problem-solving skills and attention to detail to identify and address the root cause of customer problems.- Ability to work independently and as part of a team in a fast-paced environment.- Proficiency in using CRM systems and other customer support tools.- Demonstrated ability to empathize with customers and build rapport.- Bachelor s degree in any discipline.- Adaptability to work in a dynamic, on-site environment in Mumbai. (ref:updazz.com)

Payroll Type : Permanent