CEO at KRPHR Solutions Private Limited
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Executive - Customer Support (1-3 yrs)
Key Responsibilities :
Customer Interaction :
- Respond to customer inquiries via phone, email, chat, or social media in a timely manner.
- Address customer concerns, complaints, and questions with patience and professionalism.
- Provide accurate and comprehensive information regarding products, services, pricing, and policies.
Problem Resolution :
- Identify customer issues and escalate complex problems to the appropriate department when necessary.
- Resolve product or service issues by clarifying the customer's complaint, determining the cause of the problem, and explaining the best solution.
- Follow up with customers to ensure their issues have been resolved to their satisfaction.
Product Knowledge :
- Maintain a thorough understanding of the company's products or services.
- Stay updated with any changes in product features or services to provide accurate information to customers.
Customer Relationship Management :
- Build and maintain positive relationships with customers.
- Ensure customer retention by providing excellent customer service.
- Assist in managing customer feedback and suggestions for continuous improvement.
Data Management :
- Record all customer interactions, inquiries, complaints, and resolutions in the company's CRM system.
- Prepare and maintain customer service reports by collecting and analyzing customer data.
Team Collaboration :
- Work closely with other departments (such as Sales, Technical Support, and Operations) to resolve customer issues.
- Collaborate with team members to improve customer service processes and increase overall customer satisfaction.
Continuous Improvement :
- Identify areas for process improvement based on customer feedback and suggest solutions to improve service levels.
- Participate in training sessions to enhance skills and knowledge about customer service best practices.
