Customer Support Executive
Posted
Responsibilities:
Deliver prompt, professional, and effective customer support across various channels (phone, email, chat) to address inquiries, troubleshoot issues, and provide technical assistance.
Resolve customer concerns with empathy and a focus on ensuring a high level of satisfaction, delivering a seamless and positive experience.
Contribute to the development and refinement of support processes to improve service quality, while efficiently managing customer escalations.
Identify and escalate complex issues to senior support team members when necessary, ensuring timely and effective resolution.
Accurately log and track customer interactions in the CRM system, maintaining detailed records for efficient follow-up.
Keep customer information up to date, ensuring smooth and efficient issue resolution and improved service delivery.
Collaborate with Operations teams to identify recurring customer issues and suggest potential improvements to enhance products and services.
Share customer feedback and insights to help identify areas for potential product optimization.
Monitor and report on key support metrics, including response time, resolution time, and customer satisfaction.
Provide regular feedback to team leads or managers regarding team performance and customer trends to help drive continuous improvement.
Deliver prompt, professional, and effective customer support across various channels (phone, email, chat) to address inquiries, troubleshoot issues, and provide technical assistance.
Resolve customer concerns with empathy and a focus on ensuring a high level of satisfaction, delivering a seamless and positive experience.
Contribute to the development and refinement of support processes to improve service quality, while efficiently managing customer escalations.
Identify and escalate complex issues to senior support team members when necessary, ensuring timely and effective resolution.
Accurately log and track customer interactions in the CRM system, maintaining detailed records for efficient follow-up.
Keep customer information up to date, ensuring smooth and efficient issue resolution and improved service delivery.
Collaborate with Operations teams to identify recurring customer issues and suggest potential improvements to enhance products and services.
Share customer feedback and insights to help identify areas for potential product optimization.
Monitor and report on key support metrics, including response time, resolution time, and customer satisfaction.
Provide regular feedback to team leads or managers regarding team performance and customer trends to help drive continuous improvement.
Requirement
1-3 years of experience in customer support, preferably within a FinTech, financial services, or technology-driven environment.
Junior-level professionals or fresh graduates with a strong willingness to learn are encouraged to apply.