Call Center / Customer Support Executive

Responsibilities & Context

Client Relationship Management

• Serve as the primary point of contact for clients, ensuring a professional and empathetic service experience.
• Proactively follow up with customers to ensure satisfaction after a technical issue has been resolved.
• Maintain an accurate database of client history and recurring concerns to improve long-term retention.
  Issue Diagnosis & Escalation
• Perform initial screening of client complaints to identify the nature and urgency of the problem.
• Efficiently bridge the gap between the client and the technical department by translating client issues into actionable support tickets.
• Monitor the status of pending "shifted" tickets to ensure the Support Team meets the SLA (Service Level Agreement) timelines.

Communication & Reporting

• Keep clients informed regarding the progress of their technical tickets and estimated resolution times.
• Manage high-pressure situations by de-escalating frustrated clients through clear and transparent communication.
• Provide daily reports to management on common client pain points and the efficiency of the support hand-off process.

Key Requirements

• Communication: Exceptional verbal and written communication skills.
• Problem Solving: Ability to quickly categorize issues and route them to the correct department.
• Reliability: Strong organizational skills to manage multiple open tickets simultaneously.