Customer Support ExecutiveInternational Process

Overview

Key responsibilities

• Manage and respond to customer inquiries via phone email and chat in a timely and professional manner
• Resolve customer complaints and issues effectively and efficiently
• Provide product and service information to customers
• Handle and resolve customer escalations with empathy and a problemsolving mindset
• Ensure high levels of customer satisfaction through excellent customer service
• Document customer interactions and transactions accurately
• Follow up with customers to ensure their concerns are resolved
• Collaborate with internal teams to address customer needs and inquiries
• Identify and escalate priority issues to the appropriate teams
• Stay updated on product knowledge and company policies
• Contribute to the continuous improvement of customer support processes
• Adhere to established performance metrics and KPIs
• Provide feedback on the efficiency of the customer service process
• Assist in training and onboarding new customer support team members
• Adhere to compliance and regulatory requirements in customer interactions

Required qualifications

• Bachelors degree in a related field or equivalent work experience
• Proven experience in a customer support or service role preferably in an international process
• Excellent verbal and written communication skills in English (additional languages may be a plus)
• Strong problemsolving abilities and a proactive approach to handling customer issues
• Ability to multitask prioritize and manage time effectively in a fastpaced environment
• Empathetic and patient attitude towards customer concerns and inquiries
• Good understanding of customer satisfaction and the ability to maintain a positive customer experience
• Proficiency in using customer support software and tools
• Ability to work flexible shifts including evenings weekends and holidays
• Strong attention to detail and accuracy in documenting customer interactions
• Ability to work effectively in a team and collaborate with internal departments
• Understanding of cultural nuances and diversity when interacting with international customers
• Knowledge of customer relationship management (CRM) systems is a plus
• Familiarity with relevant industry regulations and compliance standards
• Ability to adapt to changes in processes and procedures

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