Customer Support Executive

JOB DESCRIPTION

We are seeking a dedicated and customer-oriented individual to join our team as a Customer Support Executive for the night shift. In this role, you will be responsible for providing exceptional customer service and assistance to our clients during nighttime hours. Your primary objective will be to address customer inquiries, resolve issues, and ensure overall customer satisfaction.

JOB RESPONSIBILITIES

1. Respond promptly and professionally to customer inquiries via various channels (phone, email, chat, etc.) during the night shift.
2. Provide accurate and relevant information to customers regarding products, services, and company policies.
3. Assist customers in troubleshooting technical issues and provide step-by-step instructions when needed.
4. Identify and escalate complex or unresolved issues to the appropriate departments or senior staff for further assistance.
5. Maintain detailed and accurate records of customer interactions and transactions using the company's customer support software or CRM system.
6. Follow up with customers to ensure their issues have been resolved and they are satisfied with the resolution.
7. Stay up-to-date with product knowledge, company updates, and industry trends to provide accurate and current information to customers.
8. Adhere to company policies and procedures, including privacy and security guidelines, while handling customer information.
9. Meet or exceed the company's key performance indicators (KPIs) and customer service targets.

Job Requirements

1. Excellent verbal and written communication skills.
2. Fluency in English (additional language proficiency is a bonus)
3. Ability to work independently and efficiently during night hours.
4. Strong problem-solving and multitasking abilities.
5. Patience, empathy, and a customer-centric approach.
6. Basic technical knowledge to handle general customer inquiries.
7. Flexibility to adapt to changing schedules and work demands.
8. High level of professionalism and integrity in dealing with confidential customer information.

EMPLOYEE BENEFITS

1. Performance Appraisal & Career Growth
2. Complimentary Breakfast & Lunch
3. SBIG Health Insurance Coverage
4. Cab Facilities
5. EPF & ESI Benefits
6. Paid Time Off
7. Learning & Development Opportunities
8. Team Building & Employee Engagement Activities