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Customer Support Executive - Voice & Chat Process (Noida Office)
Job Summary:
Houston Skilled Consultancy is seeking a motivated and customer-oriented individual for the position of Customer Support Executive in our Voice & Chat Process. This role is based in our Noida office and involves interacting with customers via voice calls and live chat to resolve queries, provide technical support, and deliver excellent service. The ideal candidate should be passionate about helping customers, possess strong communication skills, and demonstrate a high level of patience and professionalism in handling customer concerns.
Key Responsibilities:
Customer Interaction: Handle inbound and outbound customer calls and chats, addressing inquiries, complaints, and product/service-related issues.
Issue Resolution: Resolve customer concerns promptly, offering appropriate solutions and ensuring customer satisfaction.
Product Knowledge: Maintain up-to-date knowledge of company products and services to provide accurate information to customers.
Documentation: Record and update customer information and interactions accurately in the system.
Escalation Management: Escalate unresolved issues to the appropriate department or senior management while keeping the customer informed of the status.
Feedback and Reporting: Collect customer feedback and provide insights on customer issues and potential service improvements.
Adherence to Quality Standards: Follow company policies and quality standards in all customer interactions.
Required Skills and Qualifications:
Education: High School Diploma or equivalent; Bachelors degree preferred.
Communication Skills: Strong verbal and written communication skills in English (additional languages are a plus).
Technical Skills: Basic computer literacy with proficiency in MS Office and CRM software.
Problem-Solving Skills: Ability to handle customer concerns professionally and find effective solutions.
Customer Orientation: Strong focus on customer satisfaction and ability to empathize with customers concerns.
Time Management: Ability to manage time effectively and prioritize tasks in a fast-paced environment.
Experience:
Minimum of 6 months to 1 year of experience in a customer support role, preferably in a voice and chat process.
Prior experience in a BPO or call center environment is a plus.
Experience with CRM tools and ticketing systems is an advantage.
Working Hours:
Full-time position.
Flexible shifts available (morning, afternoon, and night shifts).
Rotational shifts, including weekends.
Knowledge, Skills, and Abilities:
Customer-Focused: Strong passion for customer service with the ability to manage difficult situations.
Adaptability: Ability to adapt to changing customer needs and product/service updates.
Teamwork: Ability to work collaboratively in a team environment and share knowledge with peers.
Attention to Detail: Ensuring accuracy in documentation and customer interactions.
Multitasking: Ability to handle multiple customer requests simultaneously without compromising service quality.
Benefits:
Competitive salary with performance-based incentives.
Health insurance coverage.
Paid time off (PTO) and holidays.
Opportunities for career growth and development within the company.
Employee wellness programs and team-building activities.
Transport allowances (if applicable).
Why Join Houston Skilled Consultancy:
Career Growth: We offer strong career advancement opportunities with ongoing training and development programs.
Positive Work Culture: Join a team that values collaboration, innovation, and employee well-being.
Recognition and Rewards: We recognize and reward employee achievements with performance bonuses and incentives.
Work-Life Balance: We offer flexible work schedules and a supportive environment to maintain a healthy work-life balance.
How to Apply:
If you are passionate about customer service and meet the above qualifications, we would love to hear from you! To apply, please submit your resume and a cover letter outlining your relevant experience and why you are the ideal fit for this role to our HR team us or visit our career portal.
We look forward to receiving your application!
