Accenture
Lets be The Change
Full time
Bangalore
Posted 10 months ago
We are seeking a highly motivated and customer-focused individual to
join our team as a Customer Support Executive. As a Customer Support Executive, you will
be responsible for providing exceptional service to our customers, addressing their inquiries,
resolving issues, and ensuring a positive customer experience. Your excellent
communication and problem-solving skills will be essential in this role.
Key Responsibilities:
- Respond promptly and professionally to customer inquiries via various channels
(phone, email, chat, social media, etc.). - Provide accurate information and guidance to customers regarding products,
services, policies, and procedures. - Identify and assess customer needs to achieve satisfaction and maintain a high level
of customer service. - Resolve customer complaints, issues, and concerns in a timely and effective manner,
escalating complex cases when necessary. - Record and document customer interactions, transactions, comments, and
complaints using the appropriate systems or software. - Collaborate with internal teams, such as sales, technical support, and logistics, to
address customer inquiries and resolve problems. - Stay up-to-date with product knowledge, company policies, and industry trends to
provide accurate information and recommendations to customers. - Assist in training new customer support team members and provide ongoing
coaching and support to improve their skills and knowledge. - Meet or exceed individual and team performance targets, including customer
satisfaction metrics, response time, and resolution time. - Identify opportunities for process improvements and suggest innovative ideas to
enhance the overall customer support experience. - Participate in regular team meetings, training sessions, and performance evaluations
to ensure continuous improvement and professional development.
Qualifications
- High school diploma or equivalent; bachelor’s degree is a plus.
- Proven work experience in customer support, preferably in a similar role.
- Excellent verbal and written communication skills, with the ability to communicate
effectively and empathetically with customers. - Strong problem-solving and analytical skills, with the ability to think quickly and
make sound decisions. - Patient, courteous, and customer-oriented attitude.
- Ability to handle stressful situations and difficult customers with professionalism and
composure. - Proficient in using customer support software, ticketing systems, and CRM tools.
- Familiarity with social media platforms and their use in customer support is
desirable. - Ability to multitask, prioritize, and manage time effectively in a fast-paced
environment. - Flexibility to work in shifts, including weekends and holidays, as customer support
may be required 24/7.