Customer Support | Chat | Mohali

TP; Mohali; On-site; INR 167,000 - 335,000; Full time

Job summary

TP in India is seeking a Customer Success professional to provide online support for on/offshore customers, resolving issues with a knowledge base, product guides and reference materials. The role aims to deliver high-quality, customer-driven support at the first contact wherever possible.

Ideal candidates can be fresh graduates or recent graduates with up to 6 months of experience in BPO/service industries.

Qualifications

• Strong communication and listening skills are essential.
• Empathy and customer-centric attitude required.
• Willingness to learn and adapt to latest processes.

Responsibilities

• Provide on-line support for on/offshore customers.
• Resolve known customer issues using knowledgebase, product guides, and reference materials.
• Deliver high quality, customer-driven support at the first point of contact where possible.
• Assist customers in resolving open requests for support and information on upgrades.
• Demonstrate ownership to resolve issues in a timely manner.
• Maintain and improve Customer Satisfaction during each support engagement, especially for voice.
• Deliver First Incident Resolution by resolving customer requests during first contact.

Skills

Communication

Customer Focus

Learning Orientation

Job description

Job description

Role & responsibilities

• Provide on-line support for on/offshore customers.
• Resolve known customer issues using a knowledgebase, direct use of product and tools, product user guides, and other reference materials
• Be responsible to deliver a high quality, customer-driven, support service resolving customer enquiries at the first point of contact wherever possible.
• Assist customer in resolving any open requests for support, assistance, information on upgrading etc.
• Demonstrate ownership and willingness to resolve issues in a timely manner. Demonstrates confidence and willingness to resolve customer requests or queries.
• Maintain and improve Customer Satisfaction by delivering against those initiatives that have been identified as crucially important during each customer support engagement, for voice
• Deliver First Incident Resolution by handling customer requests and resolving customer issues as often as possible during the first contact.

Preferred candidate profile

• Undergraduate/ Graduate Fresher and Undergraduate/ Graduate with min 6 months exp
• WriteX & Typing:- 60 B2 & Above, 25 WPM & 90% Accuracy

Work Experience

Experience Fresher or Experience both can apply (BPO and Service industry experience preferred)

Skills

• Communication Listen attentively and resolve customers issue effectively. Should be sensitive about customers information.
• Customer Focus Build credibility with the customer by using empathy and should patiently resolve even irate customers issues. Should be courteous , energetic and engaging while dealing with customers
• Learning Orientation To keep himself/herself updated about the latest happenings around and asks questions which impacts customers delight.

Role: Customer Success - OtherIndustry Type: BPM /

BPODepartment: Customer Success, Service &

OperationsEmployment Type: Full Time, PermanentRole Category:

Customer SuccessEducationUG: Graduation Not Required Role & responsibilities