Job Description
Customer Support Call Executive is a role responsible for obtaining and verifying client information, processing client requests, and providing problem-solving skills to existing clients by answering telephone calls.
Responsibilities
- To learn about the organization’s products and services, and keep up-to-date with any changes to them.
- To handle calls, emails and case inquiries effectively.
- To handle high-value customers via calls, and follow up on their issues by callback.
- To call back high-value customers from missed calls.
- To provide support to the CSE team with challenging cases during chat when necessary.
- To assist the team with urgent templates during the incidents.
- To take responsibility for diminishing regional call abandoned rates and ensuring the optimal functionality of the call lines.
- To initiate regular and personalized follow-up communications with clients, such as phone calls, and emails. Proactively providing updates and offering assistance.
- To collaborate with internal teams and ensure a coordinated and cohesive approach to serve clients.
- To identify customers’ needs, clarify information, and research every issue by answering telephone calls and processing client's requests accordingly.
- To build sustainable relationships and engage customers by doing the extra mile.
- To ensure operating systems are functioning properly and report to the Team Leader or Shift Operation Supervisor if it fails.
- To provide effective communication and high-quality support across various internal communication channels.
- To escalate issues to the appropriate specialists when needed via Salesforce.
- To verify documents submitted by clients on a daily basis.
- To review and add UID in whitelist upon request.
- To attend seminars scheduled by the company for the employee.
- To achieve the KPI targets set by the team manager.
- To perform other ad hoc tasks assigned by the manager.
Requirements
- Bachelor’s degree in business administration or related field.
- At least 1 year of experience working as a Customer Support Executive.
- Good communication skills in English and Spanish.
- Great company product knowledge.
- Be familiar with company escalating procedures.
- Strong active listening and verbal-communication skills.
- Strong client-facing and communication capabilities.
- Troubleshooting and multitasking skills.
- Self-motivation and reliability.
Please use your exness work email for internal applications and ensure to disclose any existing Conflict of Interest you may have.
