As a Customer support Executive, the role is to support and manage customer concerns through calls, mails & social media platforms. They would primarily be part of a contact center and need to handle escalations while working with and maintaining the relationships between departments and servicing the needs of clients. Responsible for the handling of customer escalation tickets through ticketing platforms, includes offline & online/ social media platforms – like facebook, Instagram, twitter, LinkedIn, other customer feedback platforms etc along with Google location services/ reviews
Key Performance Indicators: This will require strict adherence to contact center SOPs like keeping track of calls, meet the Avg. Handling Time targets, No. of calls per day targets, call quality parameters, adherence to call disposition, tickets assigned to frontline teams/ stakeholders and coordinating with them for timely resolution.
Provide First-Level Support: Try to resolve issues through First call resolutions (FCR). If a ticket can be resolved with system related information, resolve it. Else, Assign tickets to the relevant front end team depending on the issue.
Follow Up with front end agents, delivery team/ other stakeholders and Customers: Further escalate unresolved tickets as per SLAs and follow up with the customer after the problem has been solved to ensure it was resolved to the customer’s satisfaction. Working with cross functional stakeholders
Customer Feedback Management & NPS analysis: collating the customer feedback through calls , mails, CSAT surveys and NPS data and analyze the root causes to arrive at action plans to ensure improvements
Recommend Product/process Improvements: Identify problems or ways to enhance productivity of front end agents. This would involve setting up right reporting and SOPs to solve a particular kind of issue.
On call troubleshooting – front end agents should be able to troubleshoot any problem that comes their way. This requires asking good questions and actively listening in order to determine the real problem the customer is facing
Excellent English Communication Written and Verbal Skills
Experience in handling customer escalations over the phone and email.
Experience in handling customer escalations which have been received through Social Media, ORM platforms or emails, phone received at CEO’s / CXO’s Desk.
Continuing improvement to customer care administration and work methods
Demonstrated proficiency in assisting customer service agents and promptly delivered feedback to associates in the customer service division.
Maintain all performance metrics while providing optimal customer service and achieving a high level of customer satisfaction.
Experienced at de-escalating customer complaints to successful resolutions.
Conflict resolution of heightened customer complaints.