CRM Executive

About the job

Customer Support Executive delivers all aspects of support for TIGC products such as usability, content search and answers to customers inquiries. The Customer Support Executive will be providing effective and well-mannered support to customers in relation to their product or service by Phone, Chat and Email. This includes active focus on enquiry resolution, a positive client centric demeanour always and ensuring that all the vital action is taken to resolve a customer's query.

YOUR DAILY TASKS

· Respond to customer's enquiries relating to information, product and fault calls resolving as many queries as possible on the first interaction

· Take inbound and make outbound calls to resolve and/or route customers across service delivery.

· Log and classify all calls and requests for assistance in the customer relationship management system

· Filter and call out enquiries related to other aspects of the business and handover to the appropriate department

· Handle the resolution process for customers relating to data and applications for a particular product/s and contact

· Coordinate enquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction

· Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur

· Call out problems affecting several customers or influencing the timely resolution of one customer's enquiry, including customer concerns to the team leader and other support, sales, engineering, or resolver groups as appropriate

· Recognize and raise recurring problems, inferior processes, or outdated procedures

· Accept additional projects or areas of responsibility that will improve the team's performance

What Do You Need To Bring

· 2+ years of Email/Chat/Voice Process experience.

· BA/ BS / BCom degree or educational equivalent

· Business level, both written and spoken fluency in English

· Experience in a customer service or contact center environment preferred

· The ability to learn and become specialists in products and develop a sound understanding

· Positive approach to undertake additional projects and responsibilities from time to time

· Strong working knowledge of external systems, PC-based internet, and software applications (Internet, Microsoft Office - Outlook, Word, Excel)

· Ability to work independently while making sound business decisions on case information.

· Well-developed sense of urgency and follow-through

· Time Management and Adherence to schedules

· Willingness to work hard and have fun doing it!

Competencies:

· Customer Focus

· Listening

· Problem Solving

· Composure

· Drive for Results

· Ethics and Values

· Integrity and Trust

ENGLISH & HINDI Mandatory

Working Hours: Rotation shift & Week offs

Work Location: Bangalore

Skills Required
Email, Voice Process, Chat