HR Manager at MNR Solutions
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Executive - Customer Support (5-8 yrs)
Responsibilities:
Customer Interaction:
- Provide exceptional customer service through various channels (phone, email, chat, and in-person).
- Address and resolve customer queries, issues, and complaints promptly and effectively.
Problem Resolution:
- Analyze and troubleshoot customer problems, providing accurate and timely solutions.
- Escalate complex issues to the appropriate departments when necessary.
Product Knowledge:
- Maintain a thorough understanding of the company's products and services.
- Keep up-to-date with any changes or updates to products and services.
Documentation:
- Maintain detailed records of customer interactions, transactions, and complaints.
- Prepare reports and summaries of customer interactions as required.
Feedback:
- Gather customer feedback and relay it to relevant departments for product or service improvements.
- Proactively suggest process improvements to enhance customer experience.
Team Collaboration:
- Work closely with other team members and departments to ensure a seamless customer experience.
- Participate in team meetings and training sessions to stay informed and improve skills.
Performance Metrics:
- Meet or exceed individual and team performance targets and metrics.
- Continuously improve personal performance through feedback and training.
Qualifications:
- Bachelor's degree or equivalent work experience.
- Proven experience as a Customer Support Executive or similar customer service role for at least 5 years.
- Excellent communication skills, both verbal and written.
- Strong problem-solving skills and the ability to think critically.
- Proficiency in using customer support software and tools.
- Ability to handle high-pressure situations and manage multiple tasks simultaneously.
- Customer-centric mindset with a passion for delivering exceptional service.
Skills:
- Strong interpersonal and communication skills.
- Ability to remain calm and professional in challenging situations.
- Proficiency with Microsoft Office Suite and customer support software.
- Good organizational and time management skills.
- Ability to work independently and as part of a team.
Working Conditions:
- Work from office in Mumbai or Chennai.
- May require working in shifts depending on business needs.
- Opportunity for career growth and advancement within the company.