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Posted May 30, 2023 174 views
A Customer Support Executive is responsible for providing excellent customer service and support to ensure customer satisfaction and loyalty.
- This role involves addressing customer inquiries, resolving issues, and maintaining positive customer relationships through effective communication and problem-solving skills.
- The Customer Support Executive plays a crucial role in representing the company and ensuring a positive customer experience.
Key Responsibilities:
- Customer Interaction: Interacting with customers via various channels (phone, email, live chat) to address inquiries, provide information, and resolve issues in a timely and professional manner.
- Issue Resolution: Investigating and troubleshooting customer problems, identifying the root cause, and finding appropriate solutions or escalating complex issues to the relevant teams.
- Product Knowledge: Developing a deep understanding of the company's products and services to effectively address customer questions, provide product support, and offer recommendations or alternatives when necessary.
- Customer Relationship Management: Building and maintaining strong customer relationships by actively listening to their concerns, empathizing with their situations, and demonstrating a genuine desire to assist and resolve their issues.
- Technical Assistance: Assisting customers with technical issues or difficulties they may encounter, providing step-by-step guidance, and coordinating with technical support teams if needed.
- Documentation: Accurately record customer interactions, inquiries, complaints, and resolutions in the company's CRM system or any other designated platform.
- Feedback Management: Collecting customer feedback, suggestions, and complaints, and reporting them to the relevant departments to improve products, services, or processes.
- Customer Satisfaction Measurement: Conducting customer satisfaction surveys, analyzing results, and identifying areas for improvement to enhance the overall customer experience.
- Team Collaboration: Collaborating with cross-functional teams such as sales, marketing, and product development to provide feedback, share customer insights, and contribute to continuous improvement efforts.
Required Skills and Qualifications:
- High school diploma or equivalent; additional education or certifications in customer service or related fields are a plus.
- Proven experience in a customer support or customer service role.
- Excellent verbal and written communication skills with the ability to effectively convey information and solutions to customers.
- Strong problem-solving and decision-making abilities.
- Empathy and patience when dealing with customers, especially in challenging or high-pressure situations.
- Proficiency in using customer support software, CRM systems, and other relevant tools.
- Ability to multitask, prioritize, and manage time effectively.
- Strong attention to detail and accuracy in recording and documenting customer interactions.
- Active listening skills and the ability to ask probing questions to understand customer needs and concerns.
- Adaptability and willingness to learn new products, services, or technologies.
- Positive attitude and strong customer-oriented mindset.
- Ability to work independently as well as collaboratively in a team environment.
Skills
Job Details
Industry:
Functional Area:
Total Positions:
2 Posts
Job Shift:
Rotating
Gender:
No Preference
Minimum Education:
Intermediate/A-Level
Career Level:
Entry Level
Minimum Experience:
Fresh
Apply Before:
Jul 01, 2023
Posting Date:
May 30, 2023
Diversity Inclusion:
We value diversity of our employees. All qualified applicants will receive fair consideration without regard to genders or socio-economic backgrounds.
Work Environment
Supervisor’s gender:
Male
Percentage of female coworkers:
30-39%
Incept Tech Solutions
Information Technology · 11-50 employees - Lahore
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