Customer Service Executive
As a Customer Service Executive, you will play a crucial role in providing exceptional customer service to our client's valued customers. You will be responsible for managing incoming inquiries, resolving issues, and ensuring customer satisfaction across multiple channels, including email, chat, and phone. Your dedication to providing excellent service will be instrumental in maintaining a strong reputation and fostering long-lasting relationships with our client's customers. The goal is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.
Responsibilities:
- Inbound technical support voice calls from customers
- Efficiently manage a high volume of incoming inquiries through various channels
- Proactively identify and address customer needs to achieve satisfaction
- Effectively escalate issues to the appropriate internal teams and track case resolution
- Utilize our internal tools to maintain accurate and efficient case tracking
- Provide accurate and complete information to customers using appropriate methods
- Responsively handle customer complaints, providing timely solutions and alternatives
- Diligently follow-up to ensure customer satisfaction and resolution
- Adhere to established communication procedures, guidelines, and policies
- Demonstrate exceptional communication and presentation skills
- Building relationships with customers through open and interactive communication
- Cultivation of sustainable trust and rapport through customer interactions
Requirements:
- Have prior experience in a Customer or Technical Support position, in a high volume, high quality environment
- Think fast on your feet
- Be agile in approach
- Be concise and precise
- Type quickly and well
- Have a go-getter attitude and proactive approach
- Be willing to work on rotating shifts where needed
- Intermediate to advanced skills in MS Excel and Sheets.