Customer Support Executive

Looking for a candidate who is good in communication and has good knowledge on metrics of Customer Support Customer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service. It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships.
Responsibilities:
Provide resolution to the customer based on process knowledge and training provided, utilizing the company's internal CRM/mainframe systems and customer purchase orders.
Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions on the internal systems.
Should have good command over Grammar and be able to probe well and comprehend.
Should possess willingness to help the customers by taking ownership.
Ability to present solutions to the customer and add value on calls.
Should be able to summarize the conversation while providing the resolution.
Access the company's internal systems to obtain and extract accurate information and provide customer service management with the data for inclusion in various scheduled and special reports.
Maintain customer records by updating account information.
Ability to think out of the box.
Ability to work in a dynamic and innovative environment by contributing towards ideation for the project.
You will be aligned with our Customer Support vertical and help us in managing/resolving customers' queries, handling escalations and complaints of the dissatisfied customers and giving the best resolutions.
You will also be responsible for closing faults and complaints within SLAs.
Requirements:
Candidates are required to have excellent communication skills - written and verbalwith the absence of mother tongue influence.
Strong Comprehension skills are key on this project.
Ability to comprehend US customer needs through phone communication, translate the need into a process query and provide the right resolution in a clear and concise manner.
Willingness to work mainly US shifts in a 24/7 environment with shift rotations.
Prior Voice Experience Mandatory. Preferably US Process (Telecom).
Ability to multitask and work with multiple tools to provide the best resolution.
Functional knowledge of using CRM solutions and MS Excel.
Domain knowledge of US Customer Service, preferably in the Telecom industry.
Job requires the candidate to be confident, probe for responses, and empathize with customers.
Needs to be customer-centric with strong conversational skills.
Typing speed (Speed - 25 words per minute - 85% accuracy).
Sales/Retention/Tech experience would be an added advantage (International BPO Customer Service: Voice - Preferably US customer service/US Telecom).
Proficient in spoken English, Comprehension skills.
Ability to Multitask.
Sales/Retention experience will be an added advantage.

Experience
1-4 yrs