First point of contact for customer calling for support. Executive is expected to interact with customer to identify the issue, create case with correct documentation and guide the case to correct department for further troubleshooting.
Excellent soft skills to build customer rapport an effectively controlled interaction
Direct customer handling experience
Excellent written& verbal communication in English.
Good trying speed and ability to take notes while talking to customers
Job Responsibilities and Duties:
- Handle incoming calls and respond to customer’s emails
- Provide product and service information to customers
- Research required information using available resources
- Follow up customer calls where necessary
- Ability to be analyze the problem for our customers
- Contributes in our effort to reduce complexity by generating new idea/solutions
- Validate entitlement for support
- Attain a problem description.
- Determine the TAC team to route the case to and confirm with the customer the next steps in the support process.