Customer Support Specialist

☞ Anemoi Technologies Private Limited

View: 106

Update day: 06-05-2024

Location: Navi Mumbai Maharashtra Mumbai

Category: IT - Software

Industry: IT Services & Consulting

Position: Operations executive

Job type: Full Time, Permanent

Experience: 6 - 10 years

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Job content

Job Overview: We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.

Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator whos able to earn our clients’ trust. The recipients of your services will be end-users / customers, employees and other stakeholders.

Duties and Responsibilities:

  • Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting, and explaining the best appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
  • Maintaining a positive, empathetic, and professional attitude toward customers at all times.
  • Knowing our products inside and out so that you can answer questions.
  • Identifying customer needs and helping customers use specific features.
  • Providing instructions to the end-users based on the User Manuals and FAQs provided to the executive.
  • Follow companies’ communication procedures, guidelines and policies
  • Resolve customer complaints via phone, email, chat or social media
  • Receiving and manage large amounts of incoming calls from the end-users of the devices and the App users
  • Update our internal databases with information about technical issues and useful discussions with customers.
  • Coordinating with core team for troubleshooting customer complaints outside the purview of FAQs and manuals.
  • Share feature requests and effective workarounds with team members
  • Inform customers about new features and functionalities
  • Follow up with customers to ensure their technical issues are resolved
  • Gather customer feedback and share with our Product, Sales and Marketing teams
  • Assist in training junior Customer Support Representatives

Qualifications:

  • Experience as a Customer Support Specialist or similar CS role
  • Graduate with 60% marks on 1st attempt
  • Good spoken English and Hindi. Working knowledge of written English (preferred) and Hindi (optional). Knowledge of other languages is a plus.
  • Good communication and problem-solving skills.
  • Basic MS Office skills
  • Track record of over-achieving quota
  • Strong phone contact handling skills and active listening
  • Familiar with CRM systems and practices
  • Customer orientation and ability to adapt/respond to tough cases.
  • Ability to multi-task, prioritize and manage time effectively

Working Hours:

  • 9-hour shift from 10AM – 7PM
  • 6 days a week – Monday to Saturday
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Deadline: 20-06-2024

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