Talent Acquisition at Upgrad Education Pvt Ltd
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Upgrad - Executive - Customer Support (0-2 yrs)
As a Customer Support Executive, you will be at the forefront of our customer interactions, ensuring that every customer receives prompt, efficient, and courteous support. You will play a critical role in building and maintaining positive relationships with our customers, addressing their inquiries, resolving issues, and providing them with accurate information. Your ability to empathize with customers and communicate effectively will be key to your success in this role.
Key Responsibilities :
- Customer Interaction : Respond to customer inquiries via various channels, including phone, email, chat, and social media, ensuring a high level of customer satisfaction.
- Issue Resolution : Investigate and resolve customer issues and complaints promptly and professionally, escalating to higher levels of support when necessary.
- Product Knowledge : Develop and maintain a deep understanding of our products/services to provide accurate information and troubleshoot effectively.
- Documentation : Record and maintain detailed and accurate customer interaction records in our CRM system.
- Communication : Communicate effectively and empathetically, demonstrating active listening skills, patience, and understanding.
- Problem Solving : Analyze complex customer problems and provide creative solutions.
- Product Feedback : Gather customer feedback and insights to help improve our products and services.
- Training : Stay updated on product updates and industry trends through continuous training and development.
- Team Collaboration : Collaborate with cross-functional teams to ensure a seamless customer experience.
- Quality Assurance : Ensure that all customer interactions adhere to company policies and standards.
- Metrics Tracking : Monitor and report on key performance indicators related to customer support, such as response times, resolution times, and customer satisfaction.