Customer Support Executive

Summary

This job is provided by apna.co Job Summary:

The Operations Executive is responsible for providing excellent service support by addressing service-related inquiries, resolving issues efficiently, and maintaining a positive customer experience. The role involves interacting with vendor/technicians, logging service requests, and ensuring timely follow-ups to meet customer satisfaction standards.

Key Responsibilities

Customer Interaction:

• Respond to customer team’s inquiries through various channels, including phone, email, or chat.
• Understand customer team’s concerns and provide accurate, timely resolutions.
• Maintain a polite and professional demeanor during all interactions.
  
  

Service Request Management

• Log and track service requests in the system, ensuring proper documentation.
• Escalate unresolved issues to higher-level support or the appropriate department.
• Follow up with vendors/technicians to ensure issues are resolved satisfactorily.
  
  

Problem-Solving

• Analyze customer problems and provide effective solutions within the scope of the role.
• Collaborate with other team members to resolve complex issues.
  
  

Compliance And Standards

• Adhere to company policies, service protocols, and quality standards.
• Ensure all actions comply with SLAs and established guidelines.
  
  

Feedback And Reporting

• Gather feedback from customer team to identify areas of improvement.
• Prepare and submit reports on service activities, customer feedback, and issue trends.
  
  

Support Service Operations

• Assist the service team with administrative tasks as needed.
• Participate in team meetings and training sessions to stay updated on product knowledge and service practices.
  
  

Key Skills and Competencies:

• Excellent verbal and written communication skills.
• Strong interpersonal and customer service abilities.
• Problem-solving and multitasking skills.
• Proficiency in using CRM software and basic computer applications.
• Ability to work in a fast-paced environment and handle pressure.
  
  

Qualifications and Experience:

• Bachelor’s degree preferred
• Fresher, 0-1 years of experience in customer service or a related role.
• Familiarity with industry-specific tools and processes is an advantage.
• Good excel knowdledge.
• Good in mail writing.
  
  

Key Performance Indicators (KPIs):

• Customer satisfaction score (CSAT).
• First response and resolution time.
• Number of service requests handled successfully.
• Adherence to SLAs and protocols.