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International Customer Service
Job Description: Customer Support Agent
Key Responsibilities
- First Call Resolution: Efficiently handle customer queries and resolve issues during the first contact wherever possible.
- Deliver exceptional customer experiences that balance technical support and sales objectives.
Communication Skills (Critical Requirement)
- Exceptional verbal and written communication skills to interact professionally with global customers across multiple channels (phone and chat).
- English needs to be B2 or higher using the CEFR framework. (Excellent Comm Skills must have, C1 is good to have).
- Ability to convey technical information in a clear, concise, and customer-friendly manner.
- Strong active listening and empathy to understand customer concerns and provide effective solutions.
- Skilled in managing tone and maintaining professionalism during challenging or escalated interactions.
- Meet or exceed targets for cross-sell and upsell conversions while maintaining a customer-first approach.
Technical Skills (Good to have):
- Handle inbound customer interactions via chat, email, or voice for SaaS software products.
- Resolve customer queries related to subscriptions, billing, cancellations, refunds, and invoices.
- Address account access issues, including ID login, password recovery, account verification, and multiple account scenarios.
- Support customers with application download, installation, activation, and device limit issues.
- Provide guidance on plan features, upgrades, downgrades, add ons, and license usage.
- Identify opportunities for customer retention, plan optimization, or value add recommendations while remaining customer centric.
- Assist in installing and deploying software for licensed users across Microsoft Windows, iPhone (iOS), Android, and Apple MAC OS platforms.
- Identify opportunities to recommend complementary products or upgraded services to existing customers based on their needs.
- Engage in consultative selling by understanding customer goals and aligning them with software and technology products's suite of solutions.
Customer Handling & Escalation (Must Have):
- Case Documentation & Tracking: Record all customer interactions accurately within the CRM system and follow through on open cases within 24 hours.
- Strong analytical and diagnostic skills: Ability to identify the problem area of the reported issue by asking relevant, targeted questions, and accurately determining the root cause for effective troubleshooting and resolution (Must Have).
- Experience Cross-selling & Upselling
Problem Solving (Must have):
- Utilize product knowledge, user guides, and reference materials to solve known customer issues.
- Tackle undocumented or complex problems using advanced troubleshooting techniques.
- Operational Excellence: Work towards achieving operational goals while adhering to all processes and procedures.
- Goal Orientation: Focused on meeting or exceeding sales targets and KPIs.
- Knowledge Sharing & Reporting:
- Report recurring issues, feature requests, and emerging trends to supervisors.
- Participate in continuous learning by staying up to date with software and technology products product features (free subscriptions provided).
What You’ll Need to Succeed
Education:
- Graduate from a reputed university or equivalent experience in a relevant field. Or Undergrad with relevant experience for 18 months (Must Have).
Language Requirements:
- Excellent communication and interpersonal skills Global English to be C1 or higher using the CEFR framework. (Excellent Comm Skills is Must have, C1 is good to have).
- EMEA Languages to be C1 or higher for the primary language and English needs to be B2 or higher using the CEFR framework. (Excellent Comm Skills is Must have, C1 is good to have).
Technical Skills Experience (Good to Have):
- 1 year of experience in troubleshooting Windows, iOS, Android, and MacOS environments.
- Experience of upsell or cross-sell in customer service setting is required.
Location
Hyderabad
Job Function
BUSINESS PROCESS SERVICES
Role
Executive
Job Id
408653
Desired Skills
Customer Service
Desired Candidate Profile
Qualifications : BACHELOR OF COMMERCE
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