Customer Support

Job Description

TITLE OF ROLE: Support Agent

DEPARTMENT: Global Horizontal Support

REPORTS TO (ROLE): Manager - Customer Support

LOCATION: Chennai

Shift Timing: 9 PM to 6 AM (Night Shift



Position Summary

Interact with customers to provide information in response to level 1 inquiries about products and services and to handle and resolve questions. Provide customer support by obtaining, analyzing, and verifying the accuracy of information in a timely manner. Initiate and/or implement corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained. Collect the information from the customer and either help them or find the appropriate team to transfer to.



Job Responsibility

• Receive customer requests by telephone, e-mail, chat and web. Analyze the requests, provide solution or ascertain who best can provide the information, and route the request to the appropriate department / individual.
• Maintain customer records by updating account information.
• Resolve level 1 product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Forward all details of potential customers to Account Manager/Dealer Channel Sales by collecting customer information.
• Provide all billing related information to customers – help in resolving any billing issues
• Receive, process and verify the accuracy of requests from customers utilizing the company’s internal tools and systems.
• Provide quality service to both internal and external customers through quick and accurate communication.
• Receive inquiries and contact the organization’s other departments to resolve a variety of account related issues.
  
  

Qualifications & Experience

• Bachelor’s Degree or equivalent
• Min 0 to 1 years of experience in customer service
  
  

Specific Skills Required

• Excellent written and verbal communication skills
• Process-oriented with high attention to detail
• Basic knowledge of Google Workspace
• Basic knowledge of computer - MS Windows & MS Office
• Problem solving and analytical skills