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Job Opening details:-
Company Name :- Internet Design Zone
Position Name :- Customer Support Executive
Company Location :- Mumbai, Maharashtra
Job Category : General Category 2
Full Job Description :-
Job Duties
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Will be responsible for providing customer support through e-mails , chat, etc for our kids apps.
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Make sure customer support meets the desired process and system the organization has designed.
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Ability to empathize user’s problem / grievances and effectively resolve complex issues.
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Research and test issues at your end to identify probable solutions.
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Ask customers targeted questions to quickly understand the root of their problem.
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Address prompt & accurate solutions to customers & provide the right customer experience.
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Communicate effectively internally at all levels of the organization.
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Provide updated information about relevant apps and help customers with their queries.
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Talk to users through a series of conversations, follow-up until the issue is resolved.
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Properly escalate unresolved issues to appropriate internal teams.
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Refer to internal database/email history or external resources to provide accurate solutions to the user.
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Build a strong relationship / trust with customers by understanding the customer requirements and suggesting them alternative ways of resolving their complex issues.
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Having knowledge of all our existing apps (products) and whenever get a chance explain/pitch that relevant product (Cross promotions).
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Understanding root cause of users leaving/unsubscribing by encouraging them in taking regular feedbacks.
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Understand the user’s requirements, encourage them to upgrade / renew their current plans or give new ways to stay back with us.
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Capture the insights from customer interactions and share it with the internal team.
Key Requirements
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Very good oral & written communication skills (Should be very fluent in English).
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Superior judgement of what issue user must be facing
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Business Knowledge Process Knowledge (Training will be given for this)
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Willingness to empathize with the user
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Good team work – ability to work with various teams
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Dynamic and enthusiastic personality
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