Are you ready to elevate your career in the heart of Pune? This Executive/Senior Executive role offers an exciting opportunity to deliver top-notch technical support while driving operational excellence.
Role Overview
As a pivotal member of the team, your responsibility will be to ensure smooth processes and superior customer service by resolving client issues effectively and promptly. You will contribute to maintaining high-quality standards and building a strong client relationship foundation.
Key Responsibilities
- Client Support: Provide courteous, step-by-step solutions via calls and emails, ensuring compliance with SLAs.
- Issue Resolution: Troubleshoot queries using internal knowledge bases and document resolutions for future reference.
- Process Management: Record and track client queries while maintaining detailed logs of interactions.
- Customer Service Excellence: Deliver product insights and retain client trust by offering alternative solutions when necessary.
Skills & Competencies
- Technical Proficiency: Strong understanding of tools, processes, and systems related to the assigned tasks.
- Behavioral Traits: Collaborative mindset, attention to detail, and excellent problem-solving abilities.
- Communication: Effective verbal and written communication skills for client interactions.
Performance Metrics
- Resolution time and compliance with quality standards.
- Customer feedback and pulse scores.
- Productivity and self-management, including absenteeism and training completion.
