Ikya jobs - Customer Support Executive

KEY RESPONSIBILITIES:

• Answers incoming customer calls with a friendly and positive manner and provides outstanding service to the customer throughout the duration of the call.
  
• Responds to incoming calls from the customers to solve queries and provide alternative options, also change any account information upon customer’s request.
  
• Ensure resolutions are provided keeping in mind call control and call duration as prescribed by the client SLA.
  
• Ensures all information provided is post verification and authentication as per the Data Protection Act
  
• Updates the client software with customer information, queries and Service requests.
  
• Provides new thoughts and ideas for process improvements
  
• Works in conjunction with process requirements and metrics (SLA)
  
• Forwards customer feedback (VOC) to the supervisors for concerns / suggestions raised by the customer.
  

• Excellent communication skills
  
• Polite and customer service oriented
  
• Able to comprehend customer queries and provide the relevant resolve
  
• Exhibits patience and empathy to resolve customer queries
  
• Typing Skills: 15 wpm with 85 % accuracy