Customer Support Associate

Customer Support Associate: About the Role: We are seeking a highly skilled and dynamic Customer Support Associate to join our team. The ideal candidate will possess strong communication skills and the ability to engage with customers effectively across multiple channels, including voice, email, and chat. This role primarily focuses on resolving customer inquiries, ensuring satisfaction, and maintaining positive relationships. Responsibilities:

• Address customer queries and resolve grievances via call, email, and chat support. Manage both inbound and outbound communications based on business needs.
• Build and nurture sustainable relationships with customers through clear, open, and interactive communication.
• Provide accurate, valid, and complete information by utilizing appropriate tools and methods to consistently achieve high Customer Satisfaction (CSAT) scores.
• Resolve customer issues and queries in a timely manner, adhering to SLA (Service Level Agreement) policies.
• Exercise problem-solving skills to handle situations that may fall outside standard operating procedures, without compromising process integrity.
• Go the extra mile to ensure the completion of tasks, strictly following policies and procedures.
• Utilize CRM tools such as Freshdesk to track, manage, and resolve customer issues efficiently.
• Assist the sales team in identifying upselling opportunities to enhance customer engagement.
• Collaborate with cross-functional teams (Product, Production, Sales & Marketing, Technical) to identify customer pain points and areas for product or service improvement.

Key Qualifications:

• 0 to 1 year of customer support experience in voice, email, or chat processes.
• Proficiency in English, Hindi, or Telugu.
• Strong computer skills and proficiency in Google Suite (Docs, Sheets, etc.).
• A Bachelor s or Master s degree (BTech or MTech preferred).
• Willingness to support the team during extra hours when required.

Optional/Bonus Qualifications:

• Experience using Support CRMs such as Freshdesk, ZenDesk, or other similar systems.

About You:

• You are a self-motivated individual with exceptional problem-solving and analytical skills.
• You are resourceful, flexible, and a team player, with a strong inclination to share knowledge and help colleagues grow.
• You enjoy tackling challenges and thrive on finding innovative solutions to complex problems.

What We Offer:

• A comprehensive medical insurance plan.
• A highly visible role with ample opportunities for growth and the chance to make a significant impact.
• Additional perks and benefits.

We are looking for individuals who are passionate about delivering outstanding customer support and contributing to the continued success of ACE Online. If you are eager to be part of a fast-paced, growth-oriented environment, we invite you to apply!
Job Profile : Customer Support Associate
Industry : tech-support