A Customer Support Executive serves as the primary point of contact between a company and its customers. This role involves addressing customer inquiries, resolving issues, and ensuring a positive experience across various communication channels, including phone, email, chat, and social media.

Key Responsibilities

• Customer Interaction: Respond promptly and professionally to customer inquiries via multiple channels.
• Issue Resolution: Diagnose and resolve product or service issues by clarifying the customers complaint, determining the cause, and selecting the best solution.
• Product Knowledge: Maintain in-depth knowledge of company products and services to provide accurate information and support.
• Documentation: Keep detailed records of customer interactions, transactions, comments, and complaints in the CRM system.
• Collaboration: Work closely with other departments, such as sales and technical teams, to resolve complex issues and improve service delivery.
• Feedback Collection: Gather customer feedback to identify areas for service improvement and contribute to the development of customer satisfaction strategies.
• Training Participation: Engage in regular training sessions to stay updated on product knowledge, company policies, and industry best practices.

Required Skills and Qualifications

• Communication Skills: Exceptional verbal and written communication abilities.
• Problem-Solving: Strong analytical skills to diagnose issues and determine effective solutions.
• Empathy: Ability to understand and relate to customer concerns, providing compassionate support.
• Technical Proficiency: Familiarity with CRM software and basic computer applications.
• Time Management: Efficiently handle multiple tasks and prioritize responsibilities.
• Adaptability: Ability to adjust to changing customer needs and company policies.
• Experience: Previous experience in customer service or a related field is preferred.

Educational Requirements

• Minimum: High school diploma or equivalent.
• Preferred: Bachelors degree in business, communications, or a related field.

Career Path and Opportunities

A Customer Support Executive role offers opportunities for career advancement into positions such as Customer Support Manager, Team Lead, or Quality Assurance Specialist. Continuous professional development and performance excellence can lead to leadership roles within the customer service department.

About company

Teleperformance is a global digital business services company. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. We deliver the most advanced, digitally-powered business services to help the worlds best brands streamline their business in meaningful and sustainable ways.