Customer Care Executive

JOB TITLE/HEADLINE:
Customer Support Executive (Voice/Non Voice)
EMPLOYMENT TYPE: Full time, permanent.
SALARY BUDGET: 18k To 20k+PF+Esic
LOCATION: Marol, Andheri East Mumbai

Customer Support Specialist responsibilities include:
 Responding to customer queries in a timely and accurate way, via phone, email or chat  Identifying customer needs and helping customers use specific features
 Analysing and reporting product malfunctions.

Job brief:
We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software.

Responsibilities:
 Respond to customer queries in a timely and accurate way, via phone, email or chat
 Identify customer needs and help customers use specific features
 Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
 Update our internal databases with information about technical issues and useful discussions with customers
 Monitor customer complaints on social media and reach out to provide assistance
 Share feature requests and effective workarounds with team members
 Inform customers about new features and functionalities
 Follow up with customers to ensure their technical issues are resolved
 Gather customer feedback and share with our Product, Sales and Marketing teams
 Assist in training junior Customer Support Representatives Requirements and skills:  Experience as a Customer Support Specialist or similar CS role
 Familiarity with our industry is a plus
 Experience using help desk software and remote support tools
 Understanding of how CRM systems work
 Excellent communication and problem-solving skills
 Multi-tasking abilities
 Patience when handling tough cases

OUR IDEAL CANDIDATE:
• Freshers to 5 years of customer service (Chat Process)
• Experience in Fintech domain either Payments or lending, Banking, NBFCs is preferred
• Excellent teamwork skills

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 2 years of experience.