Customer Support Executive

Job Duties

  • Will be responsible for providing customer support through e-mails , chat, etc for our kids apps.

  • Make sure customer support meets the desired process and system the organization has designed.

  • Ability to empathize user's problem / grievances and effectively resolve complex issues.

  • Research and test issues at your end to identify probable solutions.

  • Ask customers targeted questions to quickly understand the root of their problem.

  • Address prompt & accurate solutions to customers & provide the right customer experience.

  • Communicate effectively internally at all levels of the organization.

  • Provide updated information about relevant apps and help customers with their queries.

  • Talk to users through a series of conversations, follow-up until the issue is resolved.

  • Properly escalate unresolved issues to appropriate internal teams.

  • Refer to internal database/email history or external resources to provide accurate solutions to the user.

  • Build a strong relationship / trust with customers by understanding the customer requirements and suggesting them alternative ways of resolving their complex issues.

  • Having knowledge of all our existing apps (products) and whenever get a chance explain/pitch that relevant product (Cross promotions).

  • Understanding root cause of users leaving/unsubscribing by encouraging them in taking regular feedbacks.

  • Understand the user's requirements, encourage them to upgrade / renew their current plans or give new ways to stay back with us.

  • Capture the insights from customer interactions and share it with the internal team.

Key Requirements

  • Very good oral & written communication skills (Should be very fluent in English).

  • Superior judgement of what issue user must be facing

  • Business Knowledge Process Knowledge (Training will be given for this)

  • Willingness to empathize with the user

  • Good team work - ability to work with various teams

  • Dynamic and enthusiastic personality