Walk-in | Customer Support Executive - Sales

R&D Instrument Services; Zone 11 Valasaravakkam; On-site; INR 250,000 - 350,000; Full time

Job summary

R&D Instrument Services is seeking a customer service professional to handle inquiries across channels, document interactions, and stay updated on product offerings. The role requires strong communication, CRM familiarity, and teamwork to support sales and marketing efforts.

The ideal candidate will multitask and manage time effectively while maintaining a customer-first mindset. Responsibilities include diagnosing issues, providing solutions, escalating complex cases, and generating activity

Qualifications

• Bachelor's degree preferred.
• Proven customer support experience, sales engineer or experience as a client service representative.
• Strong phone contact handling skills and active listening.

Responsibilities

• Respond promptly to customer inquiries via phone, email, chat, and social media.
• Provide accurate information 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 with 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

Excellent communication

Presentation skills

Multi-tasking

CRM familiarity

Education

Bachelor's degree preferred

Tools

CRM software

Databases

Customer support tools

Job description

Role & responsibilities

1. Customer Handling:

• 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.
  

2. Problem 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.
  

3. Documentation and Reporting:

• 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.
  

4. Product/Service Knowledge:

• Stay updated with product knowledge and new product/service offerings.
  
• Provide customers with information about new features and services.
  

5. Team Collaboration:

• 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.

Preferred candidate profile

• Excellentcommunicationandpresentationskills.
  
• Abilitytomulti-task,prioritize,andmanagetimeeffectively.
  
• Proficientinusingcustomersupportsoftware,databases,andtools.
• FamiliaritywithCRMsystemsandpractices.

PersonalAttributes: .

• Positiveattitudeandapassionforprovidingexceptionalcustomerservice.

• Customer - oriented and able to adapt/respond to different types of character

• Problem-solvingskillsandtheabilitytothinkonyourfeet.
  

Qualifications:

• Bachelors degree preferred.
  
• Proven customer support experience, sales engineer or experience as a client service representative.
  
• Strong phone contact handling skills and active listening.