Customer support

Providing customer assistance: Customer support representatives are responsible for responding to customer inquiries, requests, and complaints. This can be done through various channels such as phone, email, live chat, or social media.

Resolving customer issues: Customer support representatives should actively work to resolve customer problems and find suitable solutions. This may involve troubleshooting technical issues, addressing billing concerns, or providing guidance on product usage.

Product knowledge: Customer support representatives need to have a deep understanding of the product or service they are supporting. They should be able to explain product features, benefits, and usage instructions to customers effectively.

Maintaining customer records: Customer support representatives are responsible for accurately documenting customer interactions, inquiries, and resolutions in a customer relationship management (CRM) system. This helps in tracking customer issues and providing relevant information to other team members if needed.

Escalating complex issues: If a customer's issue requires further assistance or cannot be resolved at the support representative's level, they may need to escalate it to a higher tier of support or a supervisor. It is important for support representatives to recognize when escalation is necessary and provide detailed information for a smooth transition.

Providing technical support: In cases where the product or service requires technical expertise, customer support representatives may need to troubleshoot technical problems, guide customers through software installations, or provide basic technical assistance.

Assisting with account management: Customer support representatives may be responsible for managing customer accounts, including updating account information, processing cancellations or refunds, and addressing account-related inquiries.

Following up with customers: It is important for customer support representatives to follow up with customers after resolving their issues to ensure their satisfaction and to gather feedback. This helps in maintaining good customer relationships and improving the overall customer experience.

Collaborating with other teams: Customer support representatives often collaborate with other internal teams such as sales, product development, or engineering to address customer issues effectively. They may provide feedback on recurring problems or suggest improvements based on customer feedback.

Continuous learning: Customer support representatives should stay updated with product knowledge, company policies, and industry trends. They may receive ongoing training to enhance their skills and knowledge, enabling them to better serve customers.

Job Type: Full-time

Salary: ₹25,000.00 - ₹30,000.00 per month

Ability to commute/relocate:

Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required) Read more