Customer Support Executive IMPACT HR AND KM SOLUTIONS

About IMPACT HR AND KM SOLUTIONS

Job Description

The Customer Support Executive will be the primary point of contact for our customers, responsible for addressing their inquiries, resolving issues, and providing accurate information about our [products/services]. This role involves engaging with customers through various channels (e.g., phone, email, chat) and ensuring a positive and seamless customer experience. The ideal candidate will be an excellent communicator, a patient problem-solver, and genuinely committed to customer satisfaction.

Key Responsibilities:

• Customer Interaction & Inquiry Resolution:

  • Respond promptly and professionally to customer inquiries, complaints, and feedback across various channels (phone, email, chat, social media as assigned).

  • Actively listen to customer concerns, empathize with their situations, and clarify their needs.

  • Provide accurate, clear, and comprehensive information about our products, services, policies, and procedures.

  • Guide customers through troubleshooting steps or product usage, offering step-by-step assistance when needed.

• Issue Resolution & Escalation:

  • Efficiently resolve customer issues on the first contact whenever possible, striving for high first-contact resolution rates.

  • Diagnose and troubleshoot basic technical or service-related problems.

  • Escalate complex or unresolved issues to the appropriate internal teams (e.g., technical support, sales, operations) and follow up to ensure timely resolution.

• Record Keeping & Reporting:

  • Maintain detailed and accurate records of all customer interactions, inquiries, issues, and resolutions in the CRM system.

  • Update customer information and ensure data integrity.

  • Contribute to daily/weekly reports on customer feedback, common issues, and resolution times.

• Product Knowledge & Continuous Improvement:

  • Maintain a deep understanding of the company's products, services, and policies to provide effective support.

  • Stay updated on new product features, service updates, and industry best practices.

  • Collect customer feedback and insights to help identify areas for product or service improvement.

• Team Collaboration & Professionalism:

  • Collaborate effectively with cross-functional teams to ensure a unified customer experience.

  • Adhere to company guidelines, service level agreements (SLAs), and quality standards in all interactions.

  • Maintain a positive, calm, and professional demeanor, even when dealing with challenging customers.