Customer Support Executive

Zoho; Chennai District; On-site; INR 300,000 - 420,000; Full time

Job summary

Zoho in Chennai, India, is seeking a skilled Customer Support professional to promptly respond to inquiries via phone, email, chat, and social media. You will provide accurate information, troubleshoot issues, and follow up to ensure resolution.

The role involves documenting interactions, reporting on activity, and staying updated on product offerings to help clients succeed. Ideal candidates possess strong communication, multi-tasking, and CRM skills, with experience in customer support or

Qualifications

• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Proficient in using customer support software, databases, and tools.
• Familiarity with CRM systems and practices.
• Strong phone contact handling skills and active listening.
• Proven customer support experience, sales engineer or experience as a client service representative.

Responsibilities

• Respond promptly to customer inquiries via phone, email, chat, and social media.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
• Identify and assess customers’ needs to achieve satisfaction.
• Diagnose and troubleshoot technical issues and provide solutions.
• Escalate unresolved issues to the appropriate internal teams and follow up until resolved.
• Maintain detailed records of customer interactions, process customer accounts, and file documents.
• Prepare and distribute customer activity reports.
• Provide feedback on the efficiency of the customer service process.
• Stay updated with product knowledge and new product/service offerings.
• Provide customers information about new features and services.
• Work closely with team members to meet and exceed customer service goals.
• Collaborate with the sales and marketing teams to stay updated on product knowledge and promotions.

Skills

Communication skills

Multi-tasking

CRM proficiency

Phone handling

Active listening

Customer support experience

Tools

Customer support software

Job description

• Respond promptlyto customer inquiries via phone, email, chat, andsocial media.
• Provide accurate, valid, andcomplete information by using the right methods/tools.
• Handlecustomer complaints, provide appropriatesolutions and alternatives within the timelimits, and follow up to ensure resolution.

2. Problem Resolution:

• Identify andassess customers’ needs to achievesatisfaction.
• Diagnose and troubleshoottechnical issues and provide solutions.
• Escalateunresolved issues to the appropriate internalteams and follow up until resolved.

3. Documentation and Reporting:

• Maintain detailedrecords of customer interactions, process customeraccounts, and file documents.
• Prepare anddistribute customer activity reports.
• Provide feedbackon the efficiency of the customer serviceprocess.

4. Product/Service Knowledge:

• Stay updated withproduct knowledge and new product/serviceofferings.
• Provide customers withinformation about new features and services.
• Work closely with teammembers to meet and exceed customer servicegoals.
• Collaborate with the salesand marketing teams to stay updated on productknowledge and promotions.

Requirements

• Excellentcommunicationandpresentationskills.
• Abilitytomulti-task,prioritize,andmanagetimeeffectively.
• Proficientinusingcustomersupportsoftware,databases,andtools.
• FamiliaritywithCRMsystemsandpractices.
• PersonalAttributes:
• Customer-orientedandabletoadapt/respondtodifferenttypesofcharacters.
• Positiveattitudeandapassionforprovidingexceptionalcustomerservice.
• Problem-solvingskillsandtheabilitytothinkonyourfeet.
• Proven customer support experience,sales engineer or experience as a client service representative.
• Strong phone contact handling skills andactive listening.

SkillDevelopment: Structuredtraining and certification programs to enhancetechnical expertise.

CareerGrowth: Continuouslearning and advancement opportunities in asupportive work environment.

ClientInteraction: Workwith leading industrial clients across multiplesectors, expanding your professional network.

PositiveWork Culture: Friendly,team-oriented environment that valuesinitiative, integrity, and innovation.