Customer Support Role : Qualifications and Skills

• Excellent verbal and written communication skills in English and regional languages (Tamil, Telugu, Malayalam, Kannada, Hindi)

• Strong problem-solving and decision-making abilities

• Ability to multitask and work under pressure

• Good organizational and time management skills

• Customer-oriented mindset and a passion for delivering exceptional service

• Basic computer skills and familiarity with CRM 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.

Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.

If unable to resolve the issue directly, then route customers to the appropriate personnel for assistance.

Analyze and report product malfunctions.

Convert potential customers by answering product and service questions.

Monitor customer complaints on social media and reach out to assist.

Share feature requests and effective workarounds with team members.

Inform customers about new features and functionalities.

Update internal databases with information about technical concerns and useful discussions with customers.

Follow up with customers to ensure their technical issues are resolved.

Gather customer feedback, conduct customer surveys and share insights with the Product, Sales, and Marketing teams.

Maintain financial accounts by processing customer adjustments.

Recommend potential products or services to management by collecting customer information and analyzing customer needs.

Maintain weekly reports on customer inquiries, responses, and feedback to develop customer service analytics and trends.