Customer Support Executive

About Company :

Teleperformance is a global digital business services company. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. We deliver the most advanced, digitally-powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

Job Description

In order to oversee a group of agents who will provide exceptional customer service and post-purchase assistance, we are seeking a qualified Customer Support Executive. You will oversee the team’s customer service and develop policies and procedures. In the hiring process, the Customer Support Executive will be in charge of choosing employees and making sure that every customer receives the same level of service.

You must have outstanding interpersonal and communication skills in addition to a polished appearance if you want to succeed as a customer service representative. These abilities will come in very handy when you are mediating with customers and coaching the representatives on your team. An exceptional customer service representative should have a track record of providing excellent customer service and management abilities.

Key Responsibilities and Accountability:

• Assist customer in resolving any open requests for support, assistance, information on upgrading etc.
• Complete Training Needs Analysis to confirm the Training is applicable.
• Design Training content with the Learners needs in mind.
• Maintain and improve Customer Satisfaction by delivering against those initiatives that have been identified as crucially important during each and every customer support engagement, for Email/calls.
• Can interact effectively with the personnel, tools & resources in the Customer/technical Services team to help resolve customer issues (escalation points, knowledgebase tools, internal applications etc.)
• Completes all training and development activities in timely manner.
• Understanding of escalation handling procedures.

Education

• Graduate in any stream.

Work Experience

• Freshers
• Understanding & Knowledge of E-commerce

Required Skills:

• Language Skills: English and Hindi

Required Skills and Qualifications:

• Excellent interpersonal and written and oral communication skills.
• Ability to lead a team.
• Knowledge of CRM systems.
• Computer skills.
• Knowledge of mediation and conflict resolution techniques is preferable.