Position: Senior Support Agent
Department: Global Horizontal Support
Location: Chennai
Shift: Night Shift (9 PM to 6 AM)
Reports To: Manager - Customer Support
Position Summary
The Senior Support Agent plays a key role in delivering exceptional customer service by assisting clients with inquiries, resolving issues, and maintaining positive customer relationships. This role also involves mentoring new support agents, fostering a collaborative work environment, and handling escalated issues professionally.
Qualifications and Experience
- Education: Bachelor’s degree or equivalent.
- Experience: Minimum of 2 years in a customer service role.
Key Skills and Traits
- Communication: Exceptional verbal and written communication skills.
- Multitasking and Decision-Making: Ability to handle multiple inquiries simultaneously and make sound decisions quickly.
- Self-Motivated: Driven to provide excellent service independently and without supervision.
- Analytical Thinking: Strong problem-solving skills, with an analytical approach to customer concerns.
Key Responsibilities (OKR: Objective & Key Results)
- Customer Service Excellence: Respond to customer inquiries via phone and email, resolve complaints, and ensure high levels of satisfaction.
- Issue Resolution and Follow-Up: Address and resolve customer issues, following up as needed to confirm satisfactory outcomes.
- Record Keeping: Maintain detailed records of customer interactions, inquiries, and resolutions.
- Escalation Management: Handle escalated issues and collaborate with management to resolve complex cases.
- Relationship Building: Foster positive client relationships by showing empathy, patience, and a willingness to go above and beyond.
- Proactive Support: Identify and proactively address client needs, ensuring timely solutions to emerging issues.
- Professionalism Under Pressure: Handle challenging situations with calmness, patience, and professionalism.
- Collaboration and Mentoring: Share expertise within the Customer Support Group and Client Relations Group, and mentor new agents.
Additional Responsibilities
- Continuous Improvement: Participate in regular team meetings, feedback sessions, and other customer support initiatives, contributing to a collaborative and supportive team environment.
Why Join Us?
This Senior Support Agent role offers a challenging and rewarding opportunity to build and maintain strong customer relationships while fostering a team-oriented environment. If you’re dedicated to exceptional customer service and enjoy problem-solving in a dynamic setting, this position could be a great fit.
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