We are looking for a patient, empathetic, and solution-oriented Customer Support Executive to join our team in Thrissur. As a city known for its hospitality and bustling retail sector, Thrissur demands a high standard of service. You will be the primary point of contact for our customers, ensuring their queries are resolved promptly and their experience with our brand remains exceptional.
Key Responsibilities
- Inquiry Management: Respond to customer queries via phone, email, and live chat in a professional and timely manner.
- Problem Solving: Identify customer needs, troubleshoot technical or service issues, and provide effective solutions or workarounds.
- Documentation: Maintain accurate records of customer interactions, comments, and complaints using our CRM system.
- Feedback Loop: Escalate complex issues to the appropriate internal teams and follow up to ensure a final resolution.
- Product Knowledge: Stay fully updated on our products, services, and company policies to provide accurate information to callers.
- Relationship Building: Proactively engage with customers to build trust and ensure long-term brand loyalty.
Qualifications
- Education: Graduate in any discipline (preferred).
- Communication: Exceptional verbal and written communication skills in English and Malayalam. Proficiency in Hindi or Tamil is a significant advantage for handling diverse callers.
- Interpersonal Skills: A calm demeanor with the ability to handle stressed or frustrated customers with empathy.
- Technical Proficiency: Basic computer skills and familiarity with MS Office (Word/Excel).
- Availability: Willingness to work in shifts if required, reflecting the 24/7 nature of modern customer service.
Preferred Skills
- CRM Experience: Previous experience using support tools like Zendesk, Freshdesk, or Salesforce.
- Soft Skills: Active listening and the ability to explain complex information in simple, easy-to-understand terms.
- Local Insight: A good understanding of the Thrissur market and consumer behavior to provide more personalized assistance.
Benefits
- Professional Training: Comprehensive training on communication techniques and product knowledge.
- Growth Opportunities: Clear career progression paths into Team Lead or Quality Analyst roles.
- Central Location: Conveniently located offices with easy access to Thrissur’s public transport and the Swaraj Round.