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Genisys Information Systems India Private Limited
Full time
Bangalore
Posted 10 months ago
SALARY – 2.3 LPA – 4 LPA
Position Overview:
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 and Skills:
- 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.