Apr 2024 – Jul 2024 · 3 mos · Hyderabad, Telangana, India · On-site

• Address customer questions, provide information, and offer solutions to resolve problems or complaints. For example, troubleshooting technical issues, explaining product features, or guiding customers through processes.
• Listen attentively to customer complaints, empathise with their concerns, and take appropriate steps to resolve the issues effectively. They may escalate complex problems to higher-level support or management if necessary.
• Guide customers on how to use a product or service effectively. For instance, provide instructions, demonstrate features, or suggest best practices to improve the customer’s experience.
• Maintain accurate records of customer interactions, including the details of inquiries, resolutions, and any follow-up actions taken.
• Collaborate with other teams within the organisation, such as technical support, sales, or product development, to ensure prompt and efficient resolution of customer issues.
• Provide customers with a positive and personalised experience, promoting customer loyalty and retention.
• Manage the customer representative department, train the juniors on understanding the behaviour of clients and keep a good tone.
• Monitor the performance of the team.
• Develop guidelines for customer support aligning with the company’s objectives.