Almonds

Gurgaon Sector 49

Key Responsibilities:Handle inbound and outbound customer calls, emails, and chat queries professionally and promptly.Understand customer needs, provide accurate information, and resolve issues effectively.Escalate unresolved queries to the appropriate department for quick resolution.Maintain detailed records of customer interactions in the CRM system.Follow up to ensure issues are resolved and customer satisfaction is achieved.Collaborate with internal teams to enhance overall customer experience.Meet daily/weekly targets for response time and quality assurance.

- Handle incoming customer queries and issues: The Customer Support Specialist will be responsible for answering incoming calls, emails, and messages from customers, addressing their questions, concerns, and complaints in a timely and professional manner.- Provide product and service information to customers: This role involves educating customers about the company's products and services, helping them understand features, pricing, and benefits to make informed purchasing decisions.- Assist customers with problem-solving: The specialist will troubleshoot technical issues, provide guidance on using products or services, and escalate complex problems to higher levels of support when necessary.- Maintain customer records: Keeping accurate and detailed records of customer interactions, transactions, inquiries, and complaints is essential to track trends, improve service, and follow up on unresolved issues.- Contribute to team goals: Collaborating with other customer support specialists, sharing best practices, and working together to achieve team objectives and KPIs is a key part of this role.Required Skills and Expectations:- Strong communication skills: The ideal candidate must have excellent verbal and written communication skills to effectively interact with customers and colleagues.- Problem-solving abilities: Being able to think critically, analyze situations, and quickly find solutions to customer problems is crucial in this role.- Patience and empathy: Dealing with frustrated or upset customers requires patience, empathy, and the ability to remain calm and understanding in challenging situations.- Basic computer skills: Proficiency in using computers, navigating software applications, and typing quickly and accurately is necessary for this position. - Customer service orientation: A genuine desire to help customers, provide excellent service, and ensure their satisfaction is a must-have quality for a Customer Support Specialist.