Walk-in | Customer Support Executive(VOICE - BLENDED)

R&D Instrument Services; Maduravoyal; On-site; INR 300,000 - 500,000; Full time

Job summary

R&D Instrument Services is seeking a customer support professional to handle inquiries via phone, email, chat, and social media, ensuring accurate information and timely resolutions. The role involves documenting interactions, reporting on activity, and staying current with product updates.

Collaboration with sales/marketing is required to relay promotions and service offerings. Ideal candidates demonstrate strong communication, multitasking, and problem-solving skills, with a Bachelor's degree

Qualifications

• Bachelor's degree preferred.
• Proven customer support experience or sales engineering experience.
• Strong phone contact handling and active listening.
• Hindi as an additional language.

Responsibilities

• Respond promptly to customer inquiries via phone, email, chat, and social media.
• Provide accurate information using the right methods/tools and resolve complaints within time limits.
• Maintain detailed records of interactions and prepare activity reports.
• Stay updated with product knowledge and new offerings.
• Collaborate with sales and marketing to stay updated on promotions.

Skills

Excellent communication

Presentation skills

Time management

Active listening

Education

Bachelor's degree preferred

Tools

CRM systems

Customer support software

Databases

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

• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Proficient in using customer support software, databases, and tools.
• Familiarity with CRM systems and practices.

Personal Attributes: .

• Positive attitude and a passion for providing exceptional customer service.
• Customer - oriented and able to adapt/respond to different types of character
• Problem-solving skills and the ability to think on your feet.

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.
• Speaking hindi is Additional Language