Customer Support Executive

Job Summary

The position holder will be responsible for responding to emails and chat to/from customers by ensuring proper resolution. In this role, one will be responsible to provide concise, quality customer service in a professional, timely, and courteous manner, and maintain communication for every interaction on system. The ideal candidate will need to have excellent customer sensitivity and the ability to multi-task in a dynamic, high volume contact centre environment.

Job Responsibility

• Comprehend and process all email and chat correspondences from customers in a timely manner.
• Provide successful research resolution to all customer by replying in a prompt and professional manner via email and chat.
• Complete all customer care follow-ups in a timely fashion.
• Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.
• Provide alternatives & Superior customer experience on emails and chat.
• Ability to take quick decisions and respond to customer inquiries in an appropriate manner.
• Be nimble and flexible to serve in multi-channel environment as per business requirement.

Experience:

• 2+ years in Chat Process / Chat Support / Email Support (preferably in BFSI / FinTech / NBFC).

Educational Qualification

• Graduate or Any Degree or Diploma or Post Graduation

Desired Skills:

• Ability to understand, read and speak English proficiently.
• Should understand regional languages Hindi /Marathi.
• Strong written and verbal skills with knowledge of general writing standards pertaining to email and chat communication concepts, practices and procedures.
• Should be confident, good understanding with comprehension ability.
• Analytical approach and having problem solving mind set.
• Customer oriented approach - passion to serve.
• Typing speed of >= 35 WPM with >=90% accuracy
• Multi-tasking capability: To toggle between screens and tools to provide resolution.
• Ability to work in environment as per business requirement.
• Quick navigation ability, Web savy & basic troubleshooting knowledge
• Knowledge of MS word and MS Excel