Executive/Senior Executive - Customer Service

Global Assure; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

Global Assure in Gurgaon is seeking a Customer Service Executive to be the frontline ambassador for our Roadside Assistance, Medical Assistance, and Health Assistance services. You will be the first point of contact when customers face stressful situations, delivering calm, empathetic, and professional support.

You will handle inbound and outbound calls and emails, document issues accurately, explain service contracts clearly, and follow SOPs to ensure consistent, high-quality service in

Responsibilities

• Customer Issue Resolution: Identify and resolve customer problems using the knowledge base and available resources, ensuring each solution is tailored to the customers unique needs.

Job description

Title - Customer Support Executive

Location - Gurgaon

Language - Kannada/Hindi/English

Job description

As Customer Service Executive at Global Assure, you will be the frontline ambassador for our Roadside Assistance, Medical Assistance, and Health Assistance services.

In this role, you'll be the first point of contact when our customers are facing stressful or distressing situations. We understand that when people reach out to us, they are often in need of urgent help, and its your responsibility to treat them with the same care, empathy, and professionalism that you would show to your own loved ones.

Your role will be key in delivering a calming, positive experience during moments of distress, ensuring that each customer receives the highest level of service and support.

We are looking for a polite, empathetic, and professional call center representative who is passionate about helping others and thrives in a fast-paced environment. You will work alongside a dynamic team, assisting with a variety of customer service needs and ensuring each customer receives personalized, thoughtful, and efficient assistance, especially when they need it the most.

Key Responsibilities:

• Customer Issue Resolution: Identify and resolve customer problems using the knowledge base and available resources, ensuring each solution is tailored to the customers unique needs.
• Empathy & Support: As our customers often reach out during times of distress, its crucial to treat each customer with the care and attention they deserve. You'll provide compassionate, thoughtful support, as you would to a friend or family member in need.
• Problem Diagnosis: Use a logical approach to diagnose issues, ask probing questions, and provide effective solutions to customers in stressful situations.
• Documentation: Accurately document customer issues, following company guidelines and maintaining detailed records for future reference.
• Service Explanation: Clearly explain service contract provisions to customers, especially in challenging situations, ensuring they understand their benefits and options.
• Inbound & Outbound Calls: Handle both inbound and outbound calls, as well as email inquiries, providing prompt, professional, and courteous assistance.
• Adherence to SOPs: Follow Standard Operating Procedures (SOPs) and company scripts to ensure consistent, high-quality service.
• Quality Improvement: Continuously contribute to the improvement of service quality by recommending and implementing better processes and solutions.
• Active Listening & Communication: Exhibit excellent active listening skills, demonstrating empathy and understanding in every interaction. Communicate clearly and professionally, both in writing and verbally.
• Problem-Solving: Use logical reasoning to evaluate alternative solutions and make decisions that benefit the customer and align with company goals.
• Time Management & Responsibility: Manage time effectively, prioritizing tasks and ensuring that customer needs are met in a timely manner.