Job Openings customer support executive

About the job customer support executive

JOB DESCRIPTION :-


Responsibilities:

  • Professionally handle emails / Chats / Social media queries from customers and ensure that issues are resolved both promptly and thoroughly.
  • Maintain a balance between company policy and customer benefit in decision making.
  • Handles issues in the best interest of both customer and company.
  • Manage large amounts of incoming calls / Emails / Chats.
  • Identify and assess customers’ needs to achieve satisfaction by following communication procedures, guidelines, and policies.
  • Provide accurate, valid, and complete information by using the right methods/tools.
  • Responding to any mentions/comments/ DMs over social media platforms like Facebook, Twitter, Instagram, Consumer form and other social platforms.
  • Identify and assess customers' needs to achieve satisfaction by following communication procedures, guidelines, and policies.
  • Provide accurate, valid, and complete information by using the right methods/tools.
  • Making outbound call to resolve the customer issue on a real time basis.
  • Wide knowledge of using Facebook Page handling, Instagram Page handling.
  • Audits and analyses social media presence.
  • Monitors and develops reports on competitor’s activity within social media Spaces.
  • Keep Up to date with any Social Media Trends.
  • Working on consumer forum cases / maintain brand image in other social forums and publish reports on a weekly/daily basis, as per the requirement.
  • Regular monitoring the competitor’s social media sites and creating analysis report.


Requirements:

  • Highly developed sense of integrity and commitment to customer satisfaction.
  • Should be fluent in English, Hindi and any one of the South Indian Languages.
  • Completed/ Pursuing Graduation and above.
  • 1-3 years of experience in customer support.
  • Ability to communicate clearly and professionally, both verbally and in writing.
  • Strong detail orientation and communication/listening skills.
  • Should be willing to work in different shifts (6 days working) and rotational offs as per business requirement.
  • Highly developed sense of integrity and commitment to customer satisfaction.
  • Should have prior experience of 1-3 years, working in the same domain (Social Media -FB/IG/Twitter/Play Store/ Consumer Forum).
  • Should have excellent verbal, written communication skills and problem solving skills.
  • Should be fluent in English and Hindi. Knowing Bengali language would be an added advantage.
  • Should be willing to work in different shifts (6 days working) and rotational offs as per the business requirement.



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