Customer Support Executive

Job Title : Customer Support Executive

Experience- 4 to 6 Years

Salary- 5.00 to 6.00 LPA

Office Location-Powai, Mumbai, India

Job Location- Remote(except for the initial training period)

About the Company - Our client is more than a decade old MNC and headquartered in Melbourne, Australia, is a leading manufacturer of a Premium range of IT Peripherals, consumer electronics and mobility products

All the products are researched & developed in house by their R&D team. An industry first, most of their products are backed by LIFE TIME WARRANTY, which reflects the confidence they have in their end to end research, engineering and manufacturing capabilities

Products-USB Products, Laptop Docking stations, Cables and Adapter, Notebook charge & store, charging and power, Audio and Video products, Thunderbolt 3 products etc.

Summary

You will offer advice on accessories that will further improve the customer's experience with the devices they are using. You will also educate your team members about products, while independently keeping your own technical know-how up to date. With your customer service brilliance and empathetic nature, you will provide advice and support to both customers and team members.

Key Qualifications

Strong people skills and a knack for problem solving.

Ability to maintain composure and customer focus while troubleshooting and solving technical issues.

Ability to adhere to a schedule of customer appointments.

Description

Ensure to provide excellent customer service through phone, e-mail, chat, etc. in timely and accurate manner.

Serve as liaison between customer support team, management and customer to improve customer service and business productivity.

Analyse customer complaints and provide appropriate corrective actions.

Assist directly or route customers to the appropriate personnel for assistance.

Ensure customer satisfaction by meeting customer needs in courteous and timely manner.

Provide insightful advice and friendly, hands-on technical support to customers in need.

Prepare documentation and reports on routine customer correspondence for future reference purpose.

Assist in training peers on improving customer support service.

Develop and maintain in-depth product knowledge.

Conduct customer surveys about the company’s service so as to obtain feedback.

Communicate customer feedback to technical and marketing teams in order to develop processes for better serving customers.

Maintain weekly reports on customer inquiries, responses and feedback so as to develop customer service analytics and trends.

Quickly diagnose product issues on the spot, explaining situations with patience and compassion. After determining whether repairs can be done or a replacement is needed.

Offer solutions to quickly get users up and running again. Even if you're juggling more than one customer, you stay conscious of their time demands as well as your own. service commitment with style, speed, and skill. And you earn the trust of customers and co-workers alike as you offer mentorship, knowledge, and even tips and training.

What they are looking for?

They're looking for people who identify problems and provide feedback to ensure our customer service stays relevant and current.

Additional Requirements

People who are ready to work in rotational shifts(US or Australia).

An aptitude for acquiring skills in technical repairs and an eagerness with Technology Products.

Excellent prioritization skills and an ability to make decisions quickly.

Excellent verbal and written communications skills.

Success in team environments, demonstrating shared responsibility and accountability with other team members.

Flexibility with your schedule. Your work hours will be based on business needs.

Candidates can also mail their CVs to sumit.kalra@talentcorner.in