Position Description

- The position holder is primarily responsible for supporting customers by providing helpful information, answering questions, and responding to complaints. They're the front line of support for clients and customers and they help ensure that customers are satisfied with products, services, and features.

Principle Accountabilities :

1. Responsible to manage, oversee, and address technical needs for clients/customers along with promoting a positive vision for the organization.

2. Investigate and solve complex and long overdue problems faced by the customer and forwarded by the customer support desk.

3. Manage escalated customer complaints their major incidents.

4. Collaborate and work with internal teams for escalations or critical issues and extend support to retain the customer business.

5. Responsible to maintain accurate records of discussions or correspondence with customers.

6. Analyse statistics and other data to determine the level of customer service being provided by the organization.

7. To build and grow a good client relationship to ensure retention and business growth.

8. To liaise with internal teams to ensure resource availability for on-time project delivery.

9. Collaborate with internal business teams to discuss possible improvements to customer service.

10. Conduct regular review meetings with customers to discuss issues.

Additional Responsibilities :

1. Maintaining a positive, empathetic, and professional attitude toward customers always.

2. Responding promptly to customer inquiries.

3. Communicating with customers through various channels.

4. Knowing our products inside and out so that you can answer questions.

5. Keeping records of customer interactions, transactions, comments, and complaints.

6. Communicating and coordinating with colleagues, as necessary.

7. Providing feedback on the efficiency of the customer service process.

8. Ensure customer satisfaction and provide professional customer support.

Knowledge, Skills, and Abilities :

1. Must be knowledgeable in evolving telecommunications/digital marketing/mobile marketing terminology and technology.

2. Must have exceptional communication skills (both verbal and written) and a strong drive to help customers with creative solutions.

3. Strong listening and analytical skills are required to determine customer needs and requests.

4. Team Player and actively engage and contribute to the team.

5. Well organized, with attention to detail.

6. Ability to stay calm when customers are stressed or upset.

7. Comfortable using computers.

8. Flexible to work in a 24x7 environment.

9. Excellent organizational skills allowing to manage multiple tasks simultaneously.

10. Valid ID & Address Proof.

Education and Experience Required :

1. Full-time Bachelor, or BSC.IT, or BCA, or B Tech Computer Science, or similar diploma or degree courses. (Relevant business customer support experience may be substituted)

2. Fresher or 1+ years of experience in customer support, technical account management, or related experience.