Your goalwill be to ensure exceptional customer support with the view of derivingcustomer happiness & satisfaction with the product & the services.Since no day will be same, you would need to have in-depth understanding of theproduct with constant learning.
Thisposition offers a variety of duties with the opportunity to work closely withother functional areas within the business.
Responsibilities
- Handlingthe support tickets influx within the specified SLAs. Ensuring quick response& resolutions.
- Identifyand evaluate customers’ needs to deliver satisfaction
- Provideaccurate, valid and comprehensive information
- Managecomplaints, provide proper solutions and options through email & calls withinthe time limits; follow up to secure resolution
- Testing& Debugging the concerns at your end before involving technical teams
- Identifyingthe root cause of the concern & getting it resolved by the concerned team
- Followcommunication procedures, guidelines, and policies
- Gothe extra mile to engage customers
- Constantlytesting & exploring the platform, sharing feedbacks/suggestions
- Givingplatform walkthroughs whenever & wherever required
- Beingthe first point of contact for all clients
- Coordinatingwith colleagues, clients & stakeholders
Requirements
- 1+years experience of proven customer facing experience or experience as acustomer support representative
- Strongability in using IT for professional use and can handle somewhat technicalqueries from customers
- Exceptionalwritten communication skill and a good listener
- Abilityto multi-task, prioritise, and control time effectively
- Soundknowledge of HTML, CSS, JavaScript, MySQL or any other database
- Willingto work weekends and irregular hours which will include night shifts
- Resultoriented and problem solving attitude. Commitment towardscustomer satisfaction
Comfortable engaging with international customersand building excellent working relationship
