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Sr Executive-Customer Support

Job Details
  • Department
    IT
  • Location
    Ahmedabad
  • Job Type
    Sr Executive-Customer Support
  • Qualification
    3 years of experience
  • Experience
    Experience in Customer Support

Purpose:

Act as a liaison between the clients and the organization and offer assistance with a variety of tasks including but not limited to; Auctions, complaints, queries, information, suggestions, etc. 

Scope:

The Executive reports to the Lead-Customer Support and is accountable for responding and resolving issues raised by customers in a courteous, timely, and accurate manner. The applicant will also be required to plan, strategize and effectively execute auctions after adequate training and exposure. 

Roles & Responsibility:

  • Effectively handling auction services from getting the request to submitting the report for the auction.
  • Ensuring building of Trust & Confidence in the Client. Ensuring Customer Delight
  • Building Rapport with each client and users
  • Providing Daily & Monthly reports/analyses/summaries to all clients.
  • Ensuring Help Manuals / Trouble Shooting Guides
  • Planning, implementing, and directing the new customer service programs
  • Communicating regularly with the customer to evaluate satisfaction and proactively identify upcoming needs
  • Handholding Users/Vendors for ensuring increased Online Response
  • Periodic Review with Business & Tech Team for Open Cases / Suggestions from Client & reverts to client
  • Training Users and Vendors & internal new joiners as and when required
  • Understanding of the Auction Module and suggest strategies to the user for the same
  • Communicating regularly with the customer to evaluate satisfaction and proactively identify upcoming needs
  • Keep the client query register updated
  • Coordination for Account Creation and also preparing and maintaining feedback forms
  • Keeping Confidentiality in all the areas of CS functionality
  

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