Customer Support Executive

We are looking for a Customer Care Executive in our voice/chat process (handle customer calls) who will be the liaison between our company and its current and potential customers. The successful candidate should be able to handle customer calls/chats effectively and solve customer queries/complaints, keeping customer satisfaction at the core of every decision and behaviour.
Responsibilities:
Handle customer chats initiated through Sales IQ queries/complaints.
Understand the customer's problem and solve the grievance or escalate as per SOP.
Build sustainable relationships and engage customers by going the extra mile.
Keep an outside-in mindset and empathise with the customer while providing a solution.
Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives.
Understanding the unstated needs of the customer, asking relevant questions on chat threads, and picking the right time to pitch the recommended solutions
Take a customer-focused approach to handling complaints and escalations.
Handle customer chats as per SOP to meet KRAs - Net Promoter score (NPS), First Response time (FRT), Productivity, Periodic knowledge quiz score, and Audit scores based on the calls/chats audited by the internal quality team.
Coordination with customers for any queries faced by them and solving the same.
Ensure that all written communication is carried out as per the CC procedures.
Keep records of all conversations in our call centre database in a comprehensible way.

Experience
1-5 yrs