Role Purpose The purpose of the role is to provide timely, empathetic, and effective support to customers across multiple channels, ensuring a smooth experience and high levels of customer satisfaction.
Key Responsibilities
Customer Support
Respond to customer inquiries through phone, email, chat, and social media in a prompt and skilled manner.
Resolve customer issues with empathy and problem-solving skills, escalating complex cases where necessary.
Service Delivery
Follow established processes, policies, and best practices for handling customer queries.
Ensure accurate documentation of all customer interactions and resolutions in the system.
Quality & Efficiency
Maintain high-quality service in every interaction by adhering to company guidelines.
Strive to meet defined performance metrics such as response time, first-contact resolution,
and customer satisfaction scores.
Collaboration & Feedback
Share recurring customer feedback and issues with the team and management for improvement.
Coordinate with internal teams when needed to ensure customer concerns are addressed.
Learning & Development
Continuously build product knowledge and improve communication skills through training.
Stay updated with company policies, new features, and processes to support customers better.
Functional Competencies
Strong interpersonal and communication skills (verbal & written).
Patience and empathy in handling customer concerns.
Ability to problem-solve and remain calm in pressure situations.
Basic technical aptitude to work with CRM/helpdesk tools.
Eligibility Criteria
Bachelor’s degree (preferred) or equivalent work experience.
2–5years of experience in customer service or a client-facing role.
Familiarity with customer support tools/software is an advantage.