Customer Support Executive

Job Description

Overview:
The Customer Support Executive plays a crucial role in ensuring customer satisfaction and retention. They are responsible for providing prompt and efficient support to customers, addressing their inquiries and issues, and representing the company’s commitment to exceptional service.
Key Responsibilities:
Responding to customer inquiries via phone, email, and chat
Resolving customer issues in a timely manner
Providing product information and technical assistance
Escalating complex issues to the appropriate departments
Documenting customer interactions and issues
Processing orders, returns, and exchanges
Conducting customer satisfaction surveys
Identifying and implementing process improvements for customer support
Building and maintaining strong customer relationships
Assisting with training new customer support representatives
Monitoring customer complaints and identifying recurring issues
Collaborating with other departments to ensure customer needs… are met
Adhering to company policies and procedures
Meeting performance targets for response times and resolution rates
Providing feedback to management on customer trends and issues
Required Qualifications:
Bachelor’s degree in Business or related field
Proven experience in a customer support role
Excellent communication and interpersonal skills
Strong problem-solving abilities
Empathetic and patient demeanor
Ability to multitask and prioritize under pressure
Familiarity with CRM systems and support software
Knowledge of product/service offerings
Attention to detail and accuracy
Ability to work effectively in a team environment
Flexibility to work shifts, including weekends and holidays
Understanding of customer service principles and practices
Ability to adapt to changes in processes and procedures
Strong conflict resolution skills
Commitment to continuous improvement and learning