Associate/Sr.Associate - Customer Support

KEY RESPONSIBILITIES: Accountability:
Provide advanced support to c-store customers via phone, email, and live chat, addressing inquiries and resolving issues related to POS systems, back-office solutions, hardware, network, and other services.
Utilize language skills (English,Hindi) to communicate effectively with a diverse customer base.
Diagnose and troubleshoot complex technical problems, guiding customers through step-by-step solutions.
Escalate critical issues to higher-level support teams and ensure a seamless resolution process.
Maintain detailed records of customer interactions, including inquiries, issues, and resolutions in the CRM system.
Monitor and manage customer service tickets, ensuring timely follow-up and resolution.
Collaborate with internal teams (e.g., technical support, product development) to provide comprehensive solutions to customer problems.
Mentor and assist other customer service representatives, providing guidance and support as needed.
Continuously update knowledge of company products and services to provide accurate information and support.
Participate in training sessions and workshops to improve customer service skills and technical knowledge.
Contribute to the development and improvement of customer service processes and resources.Scope:
Respond to customer inquiries across channelsphone, email, chat, and social media. Provide accurate information on products, technical issues, and more.
Troubleshoot problems, resolve complaints, and escalate complex cases to relevant teams or management when needed.
Assist with onboarding, explain product features, offer best-practice usage tips, and support technical troubleshooting
Log interactions, resolutions, and follow-up steps in CRM/helpdesk systems for future reference and quality control

Outcomes:
Aim to resolve customer inquiries on the first interaction.
Reduce the need for repeat contacts or escalations.
Handle calls, emails, or chats efficiently without compromising quality.
Meet predefined time benchmarks while maintaining accuracy.
Convert negative experiences into positive outcomes.
Help improve customer lifetime value through excellent service.