Job Summary
We are looking for a motivated and enthusiastic Customer Support Executive to join our growing team! The Customer Support Executive will serve as the primary point of contact, managing incoming calls, attending to customer inquiries, and identifying and attending to customer needs to achieve client satisfaction. Our Ideal candidate will act as a liaison, providing service information, responding to inquiries, and resolving any emerging problems that our customer accounts might face with accuracy and efficiency. He/she shall be responsible for guiding users through product/service features and functionalities. The ultimate goal is to provide positive customer experiences by enhancing relationships between them, and establishing our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
- Minimum Qualification:Degree
- Experience Level:Entry level
- Experience Length:2 years
Job Description/Requirements
Responsibilities:
- Manage large numbers of incoming phone calls, emails and chats
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable professional relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information using the right methods/tools
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- Update our internal databases with information about technical issues and useful discussions with customers
- Cross-sell and up-sell to customers (when appropriate) to increase average transaction value for sales
Requirements:
- Undergraduate degree/Diploma in business, sales, Information Technology, or relevant field
- Strong computer skills; Proficient in MS Office and the ability to learn how to use proprietary software quickly
- Proven customer support experience or experience as a Client Service Representative in e-commerce, a plus.
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent verbal and written communication skills
- Ability to maintain a positive, empathetic, and professional attitude toward customers at all times.
- A pleasant attitude to de-escalate potentially hostile customers
NB: Only applications with detailed professional resumes attached will be shortlisted.
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