Customer Support Executive

Note : This is purely an Off-Role position. Candidates willing to work on Night shifts are preferred.

Position Summary :

We are seeking a dedicated and customer-focused Escalation and Customer Support Executive to join our team. In this role, you will play a crucial part in ensuring customer satisfaction by addressing and resolving escalated issues promptly and effectively. The ideal candidate will possess strong communication skills, problem-solving abilities, and a commitment to delivering exceptional customer service.

Job Description :
 Manage and resolve escalated customer issues in a timely and professional manner
 Collaborate with other support team members to gather information and insights to address customer concerns
 Act as a point of contact for complex customer queries and provide solutions that meet their needs
 Utilize communication channels, such as email, phone, and chat, to interact with customers and resolve their concerns
 Identify trends in escalated issues and collaborate with the team to implement proactive solutions
 Maintain accurate records of customer interactions and escalations in the CRM system
 Provide feedback to the product and service teams based on customer insights to contribute to continuous improvement
 Ensure customer satisfaction and retention by building positive relationships through effective communication and problem resolution
 Collaborate with the North America team to understand and offload designated tasks to the India operations
 Ensure timely and accurate execution of tasks, maintaining the high standards set by the North America team
 Provide regular updates and reports on the progress of offloaded activities

Requirements :
 Min 2+ years of experience working into North America process
 Should be comfortable working in the Night Shifts
 Proven experience in customer support or a related role
 Excellent communication skills, both written and verbal
 Strong problem-solving abilities and a proactive approach to addressing customer concerns
 Ability to work collaboratively in a team environment
 Familiarity with CRM systems and support tools
 Empathy and patience in dealing with customer issues
 Strong organizational skills with attention to detail
 Ability to adapt to a fast-paced and dynamic work environment
 Strong organizational and multitasking abilities to manage and prioritize tasks effectively
 Detail-oriented with a focus on maintaining high-quality standards,