Customer Support Executive/ Sr. Customer Support Executive
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.
Experience in healthcare software projects is a great plus.
Experience in SaaS product technical support, or Pharmacy sector is a great add on