Tech Sense Lab (India) Hiring for Customer Support Executive Job at Pune

Job Summary
About IOSX Trading Pvt. Ltd. and the Role:

IOSX Trading Pvt. Ltd., an Australian-based company is seeking an off-site, dedicated, focused customer support officer fresher/intern to join our team! We are looking for a candidate who can take this opportunity to learn and grow within the organization and eventually lead the entire customer support team.

Proper training and support would be provided to the customer support officer to ensure she can tackle all the customer’s issues and concerns on her own. Training would be provided on the basics of customers service, internal tools which we use for customer service purposes, troubleshooting issues, etc. The representative will work closely with our Marketing and creative team to enhance the customer experience by providing inputs.

Responsibilities and Duties
This position encompasses:

Connecting with customers, understanding their issues by probing them better and providing the best resolution, building relationships with customers and converting them into brand affiliate/loyal brand ambassadors, offering inputs to the marketing and content team for product and quality enhancement. Regular tasks would include:

• Managing Incoming Calls regarding issues/concerns/enquiries etc.
• Post Sales Calls regarding product performance, issues/concerns, etc.
• Should be able to handle chat support
• Identify and access customers issues/concerns and resolve them to the customer’s satisfaction
• Provide accurate, valid and complete information by using all the tools/documents/resources available
• Follow up calls to ensure their issue is completely resolved, keep a record of customers interactions, process these interactions to make various business intelligence reports to help the marketing team for promotions and sales
• Ensuring all the concerns/issues raised by the customer are closed and they are satisfied with the outcome
• Generating daily/weekly/monthly reports which help in identifying all the issues faced by the customer
• Identifying potential leads and sharing them with the marketing/sales team

Key Skills
The Customer Support has to:

Be good in writing and speaking basic English

Should have computer skills including but not limited to MS Excel, Ms Word, good typing skills, etc.

Take the onus of the responsibility and ensure its closed Understand the business we are in, market trends, consumer buying trends based on the features and functionalities offered, etc.

Understand where our product and services are vis-à-vis our competitors and work with Management to improve on product ratings, provide inputs on how product features and functionalities can be improved and what new features and functionalities can be added/enhanced

• Make the lists of the queries to troubleshoot whenever a customer is calling with any issues for all the products of the company
• Work with top management if there is any query/concern which is not covered in troubleshoot questions to investigate it further and update the document later
• Should prepare a list of questionnaires for seeking customer feedback on various products and follow the same
• Be patient, empathetic and passionately communicative Problem-solving should be natural
• Take the extra mile to engage with customers Ensure excellent service standards are maintained, respond effectively to customer inquiries and maintain high customer satisfaction

Required Experience and Qualifications
Graduate in any field
Decent English Speaking and Writing Skills

Prior experience in customer service is a must

Job Type: Full-time

Salary: ₹20,000.55 – ₹35,756.34 per month

Schedule:

• Day shift

Supplemental pay types:

• Performance bonus

Ability to commute/relocate:

• Mangdewadi, Katraj, Pune – 411046, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Do you know Ms Excel?

Education:

• Bachelor’s (Preferred)

Experience:

• total work: 1 year (Required)
• Customer service: 1 year (Required)

Language:

• English (Required)
• Hindi (Required)

Application Deadline: 30/11/2022
Expected Start Date: 01/12/2022