Senior Customer Support Executive Job Vacancies in Nashik

We are looking for a Senior Customer Support Executive to join our team in Nashik. In this role, you will be responsible for providing high-quality customer support and ensuring customer satisfaction.Key Responsibilities:- Respond to Customer Inquiries: Handle incoming calls, emails, and chats by addressing customer questions and issues promptly to maintain high service standards.- Resolve Customer Issues: Investigate and troubleshoot customer problems, providing effective solutions while keeping the customer informed throughout the process.- Maintain Customer Records: Update and manage customer information in our systems accurately to ensure easy access to customer history and service requests.- Collaborate with Teams: Work closely with other departments, such as sales and technical support, to facilitate seamless service and resolve complex customer concerns quickly.- Training New Team Members: Assist in training and mentoring new staff, sharing knowledge and best practices to help them excel in their roles.Required Skills and Expectations:- You should have 2 to 3 years of experience in a customer support role, demonstrating your ability to handle customer interactions effectively.- Strong communication skills, both verbal and written, are essential for conveying information clearly and professionally to customers.- Problem-solving abilities are crucial, allowing you to assess situations, identify issues, and propose effective solutions.- Familiarity with customer support software and tools is important to efficiently manage customer inquiries and track service requests.- A positive attitude and patience are expected, as you will be dealing with diverse customer needs and challenges daily.

Key ResponsibilitiesQuery Management: Responding to customer inquiries regarding product features, pricing, and availability in a timely manner.Complaint Resolution: Handling and resolving customer complaints by identifying the root cause and offering appropriate solutions or alternatives.Service Coordination: Collaborating with internal departments (Logistics, Technical Support, or Finance) to track orders or process refunds.Record Keeping: Maintaining detailed records of customer interactions, comments, and actions taken in a CRM (Customer Relationship Management) system.Feedback Collection: Proactively gathering customer feedback to help the product and marketing teams improve the overall user experience.Upselling/Cross-selling: Identifying opportunities to suggest related products or service upgrades that might benefit the customer (soft-selling).

Key ResponsibilitiesOmnichannel Support: Managing interactions across multiple platforms including live video chat, social media DMs, email, and traditional voice calls.AI-Human Collaboration: Using AI search tools to instantly surface technical documentation and using Drafting AI to craft clear, professional responses.Complex Problem Solving: Handling escalated issues that automated systems cannot solve, such as billing disputes, technical bugs, or sensitive delivery failures.Sentiment Management: Identifying a customer's emotional state (frustration, confusion, or urgency) and adapting your tone to de-escalate tension.Proactive Outreach: Contacting customers before they report a problem (e.g., notifying them of a shipping delay before they ask) to build trust.Cross-functional Feedback: Feeding real-world customer pain points back to the Product and Engineering teams to help improve the core product.