Customer Support Executive

Keka Technologies Private Limited; Kolkata District; On-site; INR 250,000 - 400,000; Full time

Job summary

Keka Technologies Private Limited is seeking a customer service professional in Kolkata to handle inquiries via phone, email, chat, and other channels. You will log and track interactions, provide accurate information, and guide customers toward timely resolutions.

Responsibilities include documenting communications, escalating complex issues, and collaborating with Operations, Technical Support, Sales, and Product teams to ensure customer satisfaction while adhering to SOPs and privacy

Qualifications

• Excellent verbal and written communication skills.
• Strong customer service orientation and interpersonal skills.
• Good problem-solving and analytical abilities.
• Ability to handle customer complaints professionally and empathetically.

Responsibilities

• Respond to customer queries received through phone calls, emails, chat, WhatsApp, and CRM within the defined SLA.
• Understand customer concerns and provide accurate information, guidance, and resolutions.
• Log, track, and update all customer interactions in the CRM system.
• Resolve customer issues promptly or escalate them to the appropriate team when required.
• Follow up with customers to ensure timely resolution of pending cases.
• Maintain complete and accurate documentation of customer communications and issue resolutions.
• Coordinate with internal teams such as Operations, Technical Support, Sales, and Product teams to resolve customer issues efficiently.
• Ensure a high level of customer satisfaction by providing courteous and professional service.
• Adhere to company policies, SOPs, quality standards, and data privacy guidelines.
• Meet daily, weekly, and monthly productivity and quality targets.
• Identify recurring customer issues and provide feedback for process improvements.
• Assist customers with account-related queries, registrations, payments, certificates, platform navigation, and other service-related concerns.
• Participate in team meetings, training sessions, and quality improvement initiatives.
• Stay updated with product features, services, and process changes.

Skills

Communication

Customer service

Problem solving

Empathy

CRM software

MS Office

Multitasking

Time management

Attention to detail

Tools

CRM software

MS Office

Job description

• Respond to customer queries received through phone calls, emails, chat, WhatsApp, and CRM within the defined SLA.
• Understand customer concerns and provide accurate information, guidance, and resolutions.
• Log, track, and update all customer interactions in the CRM system.
• Resolve customer issues promptly or escalates them to the appropriate team when required.
• Follow up with customers to ensure timely resolution of pending cases.
• Maintain complete and accurate documentation of customer communications and issue resolutions.
• Coordinate with internal teams such as Operations, Technical Support, Sales, and Product teams to resolve customer issues efficiently.
• Ensure a high level of customer satisfaction by providing courteous and professional service.
• Adhere to company policies, SOPs, quality standards, and data privacy guidelines.
• Meet daily, weekly, and monthly productivity and quality targets.
• Identify recurring customer issues and provide feedback for process improvements.
• Assist customers with account-related queries, registrations, payments, certificates, platform navigation, and other service-related concerns.
• Participate in team meetings, training sessions, and quality improvement initiatives.
• Stay updated with product features, services, and process changes.

Required Skills

• Excellent verbal and written communication skills.
• Strong customer service orientation and interpersonal skills.
• Good problem-solving and analytical abilities.
• Ability to handle customer complaints professionally and empathetically.
• Basic knowledge of CRM software and Microsoft Office (Excel, Word, Outlook).
• Ability to multitask and work under pressure.
• Strong time management and organizational skills.
• Attention to detail and accuracy in documentation.
• Ability to work independently as well as in a team environment.

Required Skills