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Customer Support Executive
3 months ago
Responsilbilites
Answering customer inquiries through various channels like emails, live chats via WhatsApp, and social media based on SLA Providing accurate and timely information about the company's products or services based on the defined set of QnA Resolving customer issues efficiently and in a friendly manner De-escalating/escalating situations and handling frustrated or upset customers with empathy and proactive follow-up Document/ update the QnA depository to ensure the knowledge is updated with standard answers/ future reference Raise issue ticket via internal system to IS, Network team relating to customer issue and close the loop with the customers by providing updates and solution Provide weekly report – SLA, key queries, new escalation/ topics from customer queries
Qualifications
Previous experience working in a customer-facing role/ contact centre/ telemarketing Proficiency in using a computer, ability to quickly learn how to use different software Process-oriented and customer-oriented mindset Highly proficient in both written and verbal English to communicate effectively with our consumers