Walk-in | Analyst - Consumer Support

Lennox India Technology Centre (LITC); Chennai; On-site; INR 300,000 - 540,000; Full time

Job summary

Lennox India Technology Centre (LITC) in Chennai seeks a customer service professional to support US customers. The role requires fluent English, excellent communication, and strong problem-solving abilities. You will use Salesforce and MS Office to document interactions and resolve inquiries in a fast-paced, high-volume environment.

Candidates should demonstrate empathy, patience, and professionalism, with a focus on delivering a positive customer experience and timely resolution of issues.

Qualifications

• Fluent English communication required for US-based customer support.
• Clear verbal and written communication and professional tone.
• Active listening to understand issues and guide solutions.
• Good problem solving and de-escalation for customer satisfaction.
• Familiarity with CRM tools and basic computer tasks.

Skills

Fluent English

Verbal & Written

Active Listening

Cultural Sensitivity

Salesforce

MS Office

Multitasking

Tools

Salesforce

MS Office

Multitasking

Job description

Role & responsibilities

Communication Skills:

• Fluent English Proficiency: As the role supports U.S. consumers, fluency in English is essential. This includes clear verbal communication, proper pronunciation, and professional tone.
• Excellent Verbal and Written Communication: Ability to communicate clearly and effectively both over the phone and in writing. This is crucial for maintaining a positive customer experience and resolving issues.
• Active Listening: Good listening skills are important to understand the customer's concerns and guide them appropriately through non-technical solutions.
• Cultural Sensitivity: Understanding of U.S. communication styles, expectations, and cultural differences to ensure smooth and effective interactions.

Customer Service Skills:

• Strong Customer Focus: Ability to empathize with customers, address their concerns, and deliver excellent customer experience, even if the issue cannot be fully resolved in the first interaction.
• Patience and Professionalism: Ability to remain calm and professional in all situations, especially when dealing with frustrated or upset consumers.
• Clear Problem Solving: Ability to provide basic support (e.g., assisting with product inquiries, warranty coverage, registration of products, locate documents) or direct the customer to the appropriate online resources.
• De-escalation Skills: Ability to manage challenging situations and de-escalate conflicts, ensuring that the consumer feels heard, and their concerns are addressed.
• Problem-Solving Abilities: A strong ability to analyze issues and provide clear and accurate solutions. Even though its a first-tier role, the ability to handle basic concerns and elevate when necessary is crucial.
• Call Handling Skills: Efficient in managing call flow, multitasking (e.g., using CRM tools while talking to customers), and maintaining professionalism in every interaction.
• Conflict Resolution: Ability to de-escalate situations with upset or frustrated consumers and provide satisfactory resolutions.

Product and Company Knowledge:

• Basic HVAC Product Knowledge: Basic technical aptitude of mechanical products. Training will be provided, but having some familiarity with terms like air conditioning, thermostats, and filters can be beneficial.
• Company Policies and Procedures: Understanding the company’s policies, procedures, and product offerings so you can answer common questions (warranty coverage and exclusions) and provide accurate information to customers.

Technical Skills (Non-Technical):

• Salesforce Experience: Familiarity with Salesforce to log and track customer interactions.
• Basic Computer Skills: Strong experience in using software like Microsoft Office (Word, Excel, etc.) for handling administrative tasks and documenting customer issues or feedback.
• Multitasking: Ability to handle multiple tasks, such as managing customer inquiries while inputting data into Salesforce or updating case statuses.

Time Management and Organization:

• Efficient Call Handling: Ability to manage call time effectively without compromising the quality of service. While some calls may require longer conversations, it's important to keep the interactions efficient and focused.
• Task Prioritization: Ability to prioritize multiple customer inquiries and resolve them in a timely manner, especially in a high-volume environment.

Soft Skills:

• Empathy: Ability to understand the customer's feelings and needs, helping to build rapport and make the customer feel valued.
• Positive Attitude: Always maintain a positive and solution-oriented approach, even if you don’t have immediate answers or resolutions.
• Attention to Detail: Ensuring all customer information is captured accurately, following up on pending cases, and documenting interactions properly in Salesforce.

Preferred candidate profile

• Previous Customer Service Experience: 5 plus years of experience in any customer-facing role, particularly in a contact center environment, is highly valued.
• Experience in a B2C (Business to Consumer) Setting: Familiarity with handling consumer inquiries, even if they’re not technical in nature, would be an asset.