SocialPilot Technologies - Customer Support Specialist
Social PilotGujarat, India
30+ days ago
Job description
Key Responsibilities
Respond to customer queries through multiple channels (email, chat, phone, and ticketing systems) with professionalism and empathy.
Identify, investigate, and resolve customer issues, escalating complex cases to the appropriate teams when necessary.
Provide accurate product or service information and walk customers through basic troubleshooting steps.
Maintain detailed and organized records of customer interactions, feedback, and issue resolution using CRM and support tools.
Monitor open support tickets and ensure all customer concerns are addressed promptly and effectively.
Collaborate with internal departments (technical, product, sales, and operations) to resolve recurring issues and improve customer experience.
Gather and document customer feedback and relay insights to the product and engineering teams for continuous improvement.
Assist in the creation and maintenance of internal knowledge base and help center documentation.
Ensure a consistent and high-quality support experience that aligns with company standards and brand voice.
Meet individual and team performance goals related to response time, resolution time, customer satisfaction (CSAT), and ticket volume.
Required Skills & Qualifications :
2-3 years of experience in a customer support or service-oriented role.
Strong verbal and written communication skills with a customer-first attitude.
Excellent problem-solving abilities and the capacity to remain calm under pressure.
High level of patience, empathy, and the ability to handle difficult or frustrated customers with professionalism.
ref : iimjobs.com)
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Customer Support Specialist • Gujarat, India
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