Customer Support Executive

JOB DESCRIPTION :

A charged work environment with like-minded colleagues makes every day at work an adventure gives you the best growth opportunities and an awesome place to come to work.

Change your career into an exciting journey!

Now Hiring - Customer Support Executive.

JOB RESPONSIBILITIES :

- Ensure that the customer goals are met and have a mentality of focusing on that rather than feature.

- Driving Customer satisfaction improvement programs and roll-out action development basis CSMM & relevant CSAT survey.

- Organizing surveys for NPS (Net Promoter Score).

- Enhancing customer experience and user experience.

- Business Process Management System Process reengineering & Process Redesigning for better customer experience. Maintaining SLA & KPI in efficient manner.

- Ticket Management Gap identification and corrective actions for issues reduction.

- Providing help and answers to the customer's technical issues through identification of the problem itself, research on answers and subsequent provision of guidance.

- Guidance of the users to support them in becoming more productive.

- Support in the development of programs to train the customer on how to properly use the products.

- Upselling and cross selling the customers by recommendation of products, services or procedures.

- Leading and mentoring the technical aspects of the Technical Support team.

- Coaching technical skills, communication, procedures, policies and goals.

- Writing process documents for junior support staff..

- Ability to follow and improve process

- Understand why processes have been put in place, when they no longer work, and when they can be improved.

- Thinks about usability from users point of view.

PERSONALITY TRAITS & VALUES MUST :

Ownership: Ownership is about getting something done no matter. You own something not when your hierarchically entitled to be the Manager / Boss of something but when you cause the end result to happen.

- Responsibility: Just because you solve a customers issue doesn't mean they'll stick around, but how you solve an issue is just as important as providing a solution. The key is to take responsibility and solve customers problems or get it solved.

- Accountability: Accountability cant be shared it's a task which can't be escaped of, you are ultimately answerable to the task provided to you.

- Leadership: Leaders creates value not through their own work but by enabling others to work more efficiently & more targeted or just plain more.

- Gregarious: Enjoys working with the people.

- Conscientious: Person should have desire to do a task well and to take obligations to others seriously. Should have a tendency to think before acting.

- Meticulous: Person should be detail oriented.

REQUIRED CANDIDATES PROFILE:

- Must have excellent Communication Skills.

- Must possess excellent analytical problem solving, and interpersonal skills.

- Team-oriented, individually accountable, and able to work in a high paced work environment.

- Ability to establish and maintain strong relationships with customers.

- Ability to make right decisions based on strong analytical reasoning skills.

- Leadership skill.

TOTAL EXPERIENCE REQUIRED : 0 - 3 YRS

SALARY : 1.8 LPA - 3 LPA

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