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EXL Hiring for Customer Support Executive post
Job Profile- Customer Support Executive
Work Type – Working From Office
Salary- 400000 – 450000 P.A
Location- Noida
Required Experience 0 – 1 Year
Job Description
Essential Functions
Assist customers via Web Chat channels to resolve customer queries and increase customer satisfaction across multiple skill sets including sales/service/retention. This involves delivering the highest quality of service to enhance the user experience, resolve and reduce complaints and ensure correct customer outcomes are achieved.
Respond to users in the required timescales whilst being consistent with and maintaining the brand values and tone of chat conversations, always acting with integrity.
Share positive feedback with the business through internal communications and reporting channels.
Ensure customer dissatisfaction is handled in line with departmental processes. Take ownership of non-complex customer complaints to resolve where appropriate.
Handle sensitive cases, capturing information and escalating to the relevant teams to enable timely resolution. This includes identifying and highlighting customer vulnerability, media sensitivity and potential brand damage and escalating internally as necessary.
Handle customer information in line with GDPR best practice and internal processes.
Proactively identify trending topics and opportunities to positively amplify the AA brand.
Achieve Web Chat departmental KPI’s as communicated by the Team Leader
Technical Skill’s-
Good Computer navigation skills, keyboarding skills
Should be familiar with MS Office
Typing speed must be between 30-35 wpm with 95% accuracy
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