Customer Support Specialist

Job Title :

Customer Support Executive

Department Project / Client :

FIS Incomm

Location : Gurugram (B&M)

Key Responsibilities and Accountabilities :

Provide on-line support for on / offshore customers.

Resolve known customer issues using a knowledgebase, direct use of product and tools, product user guides, and other reference materials

Be responsible to deliver a high quality, customer-driven, support service resolving customer enquiries at the first point of contact wherever possible.

Assist customer in resolving any open requests for support, assistance, information on upgrading etc.

Demonstrate ownership and willingness to resolve issues in a timely manner. Demonstrates confidence and willingness to resolve customer requests or queries.

Maintain and improve Customer Satisfaction by delivering against those initiatives that have been identified as crucially important during each customer support engagement, for voice

Deliver First Incident Resolution by handling customer requests and resolving customer issues as often as possible during the first contact.

Experience – Fresher or Experience both can apply (BPO and Service industry experience preferred)

Under Graduation + 6 Months Experience / Graduation

Expectations : Communication –

Listen attentively and resolve customers issue effectively. Should be sensitive about customer’s information.

Customer Focus –

Build credibility with the customer by using empathy and should patiently resolve even irate customers issues. Should be courteous, energetic and engaging while dealing with customers

Learning Orientation –

To keep himself / herself updated about the latest happenings around and asks questions which impacts customers delight.