Client Support Specialist role

Etech Global Services; Vadodara; On-site; INR 240,000 - 380,000; Full time

Job summary

Etech Global Services in Vadodara, India, is seeking a Client Support Associate to troubleshoot and resolve issues via phone and email. You will be the primary contact for Consumer and Sales teams and help maintain customer satisfaction.

You will need strong communication, attention to detail, and the ability to multitask in a fast-paced setting while collaborating with colleagues to deliver excellent service.

Qualifications

• High secondary or 10+2 diploma with 3 years' experience in a related field; OR any stream graduate degree with 1 year of experience.
• Strong computer skills, especially proficient in Microsoft Office, Outlook, and other Internet-based tools.
• Strong understanding of business operations (spreadsheets, trends, data).

Responsibilities

• Oversee all problems to resolution, even when delegated to other teams.
• Provide engaging, responsive, timely telephone and email support to Consumer Clients, Sales, and other internal team members.
• Be the point of contact for Consumer and/or Sales team members, keeping them informed of the status of open issues while troubleshooting and resolving them.
• Play a role in retention by communicating collaboratively with Sales to address any Consumer issues.
• Maintain a strong understanding of the company’s products and services, adhere to all policies, procedures, and guidelines, and develop or improve internal systems knowledge.
• Be flexible as duties and responsibilities evolve; undertake additional projects to help the department and company meet objectives.

Skills

Communication skills

Multitasking

Attention to detail

Team collaboration

Customer focus

Education

High secondary education

Graduation

Tools

Microsoft Office

Outlook

Internet-based tools

Job description

Etech is a leading provider of customer engagement solutions and services utilizing inbound and outboundvoice as well as web chat and email. For over a decade, we have been helping companies cost-effectivelyacquire new customers and maximize profits by servicing and growing existing customers. We are a Tier One preferred provider for Fortune 500 companies and employ roughly 3,000+ team members operating in 10 Global Centers (7 in the US, 2 in India, and 1 in Jamaica)

• Company Website: https://www.etechgs.com/
• Department: Operations
• Reports To: Team Leader
• As a Client Support Associate, you will need to be a great listener as you work to troubleshoot andunderstand issues. You will work to resolve issues upon initial contact (i.e., \"first call resolution\"),and prevent future issues whenever possible by educating our Clients and reviewing their accounts.
• You will oversee all problems to resolution, even when delegated to other teams.
• You will provide engaging, responsive, timely telephone and email support to Consumer Clients,Sales, and other internal team members. You will be the point of contact for the Consumer and/orSales team member as you keep them informed of the status of open issues while actively workingto troubleshoot and resolve them. You will play a role in retention as you communicatecollaboratively with Sales to address any Consumer issues.
• Client Support Associate must maintain a strong understanding of the products and services ofAutotrader. Adhere to all policies, procedures, and guidelines. Understand the organization(departments, personnel, and their responsibilities). Develop or improve internal systemsknowledge.
• Client Support Associate, you will need to be flexible as you adjust to changing duties andresponsibilities as the department and the company evolve. Additional projects, assignments, orresponsibilities may be assigned to assist the department/company meet their objectivesand provide the Ultimate Service to our Clients.
• Be Flexible in working hours, which is a must.
• Excellent oral and written communication skills;
• An unerring attention to detail;
• The ability to multitask, answering numerous chats/calls and navigating smoothly between bothmediums.
• A professional demeanor with the ability to take ownership of every chat, call, or email and find asolution for every customer.
• The ability to think on your feet in a fast-paced environment where messages over chat, call, andemail come fast and furious.
• Experience working as part of a collaborative team - we work together to make sure customers can use our products and services without any trouble, and excellent experience is providedduring every interaction.

Qualifications Required:

• High secondary or 10+2 diploma with 3 years' experience in a related field; OR any stream graduate degree with 1 year of experience.
• Strong computer skills, especially proficient in Microsoft Office, Outlook, and other Internet-basedtools.
• Strong understanding of business operations (spreadsheets, trends, data)