Position Overview :

As a Customer Support Specialist, your primary responsibility is to take ownership of customer issues and ensure their resolution in a timely and efficient manner. Your role is pivotal in maintaining customer satisfaction and loyalty, which are critical to the company's success. You will work closely with various internal teams to troubleshoot and resolve problems, providing an essential link between our customers and our technical and operational departments.

Key Responsibilities :

1. Take Ownership of Customer Issues :

You will be the first point of contact for our customers when they experience issues. It is your responsibility to listen attentively, understand their problems, and take full ownership of these issues from start to finish. This means being proactive in seeking solutions and keeping the customer informed throughout the process. Your goal is to ensure that each customer feels valued and heard, and that their issues are being handled with the utmost care and professionalism.

2. Troubleshoot Problems and See Them Through to Resolution :

Effective troubleshooting is at the heart of this role. You will use your problem-solving skills to diagnose issues, whether they are technical, operational, or related to the product. Once a problem is identified, you will work diligently to resolve it, utilizing all available resources and tools. This often involves coordinating with different departments, such as IT, product development, and operations, to ensure a swift and effective resolution. Your ability to see problems through to their resolution is crucial in maintaining high levels of customer satisfaction.

3. Escalate Unresolved Issues to the Appropriate Internal Teams :

Sometimes, issues cannot be resolved immediately and require further investigation or expertise. In such cases, you will escalate these problems to the appropriate internal teams. It is essential that you provide a clear and detailed account of the issue, including any troubleshooting steps already taken and feedback from the customer. This ensures that the internal team has all the necessary information to address the problem effectively and efficiently. Your role includes following up on these escalations to ensure that they are resolved in a timely manner.

4. Collect Prompt and Accurate Feedback from Customers :

Feedback from customers is invaluable in improving our products and services. You will be responsible for collecting prompt and accurate feedback after resolving issues. This involves conducting follow-up calls or sending out feedback forms to understand the customer's experience and satisfaction level. The insights gained from this feedback will be shared with the relevant teams to help drive continuous improvement in our customer service and product offerings.

Location: Malad

This position is based in our Malad office, a vibrant and dynamic area that is well-connected and offers a range of amenities. Our office is equipped with modern facilities and provides a comfortable working environment. The location is easily accessible by public transport, making the commute convenient for our employees.

Skills Required :

International Experience :

Given the global nature of our business, experience in handling international customers is highly desirable. You should be adept at understanding and managing the diverse needs and expectations of customers from different cultural backgrounds. This requires excellent communication skills, patience, and the ability to build rapport with customers from various regions. Your ability to navigate the complexities of international customer support will contribute significantly to your success in this role.

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