Responsibilties

- Responsible for managing large volume of calls/emails/chats.

- Should have valuable experience in emails/chat process.

- Identify and assess customers needs to achieve satisfaction

- Build sustainable relationships and trust with customer accounts through open and interactive communication

- Provide accurate, valid and complete information by using the right methods/tools

- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents

- Take the extra mile to engage customers

- Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed

- Understanding and striving to meet or exceed contact center metrics while providing excellent consistent customer service

- Escalate well deserved calls to the Escalations team as per the defined standards and protocol

- Follow communication procedures, guidelines and policies

📌 Walk-in || Customer Support Executive (Mumbai Suburban)
🏢 Qdigi services
📍 Mumbai Suburban