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Customer Support Executive/ Sr. Customer Support Executive

Job Description

Title: Customer Support Executive/ Sr. Customer Support Executive

Experience:  1 – 5 yrs

Job Type: Permanent

Work Location: Chennai

Shift Timings: General Shift, UK shift

Responsibilities and Duties:

  • Provide superior support service & technical assistance to our Peppill software customers.
  • 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; following up to ensure resolution
  • Prepare product or service reports by collecting and analysing customer information
  • Manage large amounts of incoming calls, effectively prioritise based on type of issues, and ensure every issue reaches a resolution stage & customer is fully informed.
  • Identify and assess customers’ needs from engagement with customer, and influence next phase of product development
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/team CSR targets and goals
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Recommend potential products or services to management by collecting customer information and analysing customer needs
  • Follow communication procedures, guidelines and policies
  • Go the extra mile to engage customers proactively
  • Resolve customer complaints via phone, email, mail or social media
  • Work with customer service manager to ensure proper customer service is being delivered
  • Close out or open call records
  • Compile reports on overall customer satisfaction regular basis to management.
  • Provide superior customer service and technical assistance to our customers on the usage of software, by email, social media or phone.
  • Provide training to customers about the product during on-boarding both remote & in person until they become an active user.
  • Build sustainable relationships of trust through open and interactive communications.
  • Follow communication procedures, guidelines, and policies for the department and company level.

Our Ideal Candidate will have:

  • Proven customer support experience in Software as a Service field with at least 5+ years of experience
  • Experience in Software Product related customer service, helping customers with their technical questions, usage or issues
  • Experience in e-Commerce customer service roles to assist customers with their orders and related help
  • Clear track record of over-achieving CSR targets in measurable and progressive manner
  • Proficiency in handling phone calls, and engaging customer through the end of resolution
  • Familiar with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize and manage time effectively
  • Ability to Work Under Pressure, handle dissatisfied customers amicably.

Preferred Qualifications:

  • Experience in healthcare software projects is a great plus.
  • Experience in SaaS product technical support, or Pharmacy sector is a great add on