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Job Opening details:-
Company Name :-
Internet Design Zone
Position Name :- Customer Support Executive

Company Location :-
Mumbai, Maharashtra
Job Category :-
Jobs in Pune

Full Job Description :-
Job Duties

Will be responsible for providing customer support through e-mails , chat, etc for our kids apps.

Make sure customer support meets the desired process and system the organization has designed.

Ability to empathize user’s problem / grievances and effectively resolve complex issues.

Research and test issues at your end to identify probable solutions.

Ask customers targeted questions to quickly understand the root of their problem.

Address prompt & accurate solutions to customers & provide the right customer experience.

Communicate effectively internally at all levels of the organization.

Provide updated information about relevant apps and help customers with their queries.

Talk to users through a series of conversations, follow-up until the issue is resolved.

Properly escalate unresolved issues to appropriate internal teams.

Refer to internal database/email history or external resources to provide accurate solutions to the user.

Build a strong relationship / trust with customers by understanding the customer requirements and suggesting them alternative ways of resolving their complex issues.

Having knowledge of all our existing apps (products) and whenever get a chance explain/pitch that relevant product (Cross promotions).

Understanding root cause of users leaving/unsubscribing by encouraging them in taking regular feedbacks.

Understand the user’s requirements, encourage them to upgrade / renew their current plans or give new ways to stay back with us.

Capture the insights from customer interactions and share it with the internal team.

Key Requirements

Very good oral & written communication skills (Should be very fluent in English).

Superior judgement of what issue user must be facing

Business Knowledge Process Knowledge (Training will be given for this)

Willingness to empathize with the user

Good team work – ability to work with various teams

Dynamic and enthusiastic personality

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