Senior Customer Support Executive

Discreet Solutions; Pune District; On-site; INR 250,000 - 360,000; Full time

Job summary

Discreet Solutions is seeking a customer support professional in Pune to handle queries via phone, email, and chat, resolving concerns promptly and maintaining strong customer relationships. The role includes identifying upsell opportunities and ensuring customer satisfaction through proactive service.

You will maintain accurate CRM records, such as Salesforce, and collaborate with internal teams to resolve escalated issues, including complex complaints and escrow-related matters, ensuring

Responsibilities

• Handle customer queries via phone, email, and chat to resolve concerns promptly.
• Maintain relationships by delivering excellent service and ensuring high levels of satisfaction.
• Identify upsell/cross-sell opportunities based on customer needs.
• Record all interactions in CRM software (e.g., Salesforce).
• Collaborate with internal teams to resolve complex customer complaints and escrow issues when necessary.

Job description

Roles and Responsibilities

• Handle customer queries via phone calls, emails, and chats to resolve their concerns in a timely and professional manner.
  
• Manage customer relationships by providing excellent service, addressing issues promptly, and ensuring high levels of satisfaction.
  
• Identify opportunities to upsell/cross-sell relevant products or services based on customers' needs and preferences.
  
• Maintain accurate records of all interactions with customers using CRM software (e.g., Salesforce).
  
• Collaborate with internal teams to resolve complex customer complaints and escrow issues when necessary.