Customer Support Associate

Purpose and Overview

The purpose of this job description is to attract highly qualified candidates for the position of Customer Support Associate at our growing company. As a Customer Support Associate, the successful candidate will play a crucial role in providing exceptional customer service and support to our clients. They will be responsible for resolving customer inquiries, providing product information, and ensuring customer satisfaction.

The Customer Support Associate will work closely with our team to address customer concerns and provide timely and effective solutions. They will also contribute to the development and implementation of customer experience strategies to improve overall customer satisfaction. This position requires excellent communication skills, problem-solving abilities, and a strong commitment to delivering exceptional customer service.

We are looking for FRESHERS candidates for the eCommerce customer support voice process job.

Responsibilities

• Respond to customer inquiries and provide accurate and timely information
• Resolve customer complaints and issues in a professional and efficient manner
• Provide product information and assistance to customers
• Ensure customer satisfaction by addressing customer needs and concerns
• Collaborate with team members to develop and implement customer experience improvement strategies
• Maintain a high level of product knowledge to effectively assist customers
• Handle customer escalations and ensure timely resolution
• Document customer interactions and maintain accurate records
• Identify and report trends in customer inquiries and issues
• Assist with training new customer support team members

The executive will be only single point contact for customers so the below skills are a must;

• Empathy towards the customer
• Problem Solving Skills
• Excellent Communication

Requirements

• Minimum education of 10+2 or Diploma
• Strong communication skills, both verbal and written
• Experience in customer service or a related field is preferred
• Excellent problem-solving abilities
• Customer service and sales certification is a plus
• Knowledge of e-commerce platforms and processes
• Ability to work in a fast-paced environment
• Attention to detail and accuracy
• Ability to handle customer escalations and resolve issues
• Strong organizational and time management skills

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences. We #Rise together to create sustainable businesses that can bring about lasting change in our communities – to create an equal world, to be future ready, and to create value. We are a USD 6.5 billion company with 148,000+ professionals across 90 countries, helping 1255 global customers including Fortune 500 companies.

We are focused on leveraging next-generation technologies including 5G, blockchain, metaverse, quantum computing, cybersecurity, artificial intelligence, and more, to enable end-to-end digital transformation for global customers.

We are the fastest growing brand in ‘brand strength’ and rated amongst the top 7 IT services brands globally, a Gold Winner at ITSMA Marketing Excellence Awards'22, included in Bloomberg 2023 Gender-Equality Index for the fourth year in a row, and have been recognized as the 'Most Preferred Workplace'.

We are part of the Mahindra Group, founded in 1945, which is the most admired multinational federation of companies with 260,000+ employees in over 100 countries, known for its leadership in various industries including farm equipment, utility vehicles, IT, and financial services in India and is the world’s largest tractor company by volume. It also has a strong presence in renewable energy, agriculture, logistics, hospitality, and real estate. The group's focus is on leading ESG globally, enabling rural prosperity and enhancing urban living, and driving positive change in the lives of communities and stakeholders.

With the NXT.NOWTM framework, we aim to enhance human-centric experiences for our ecosystem and drive collaborative disruption with synergies arising from a robust portfolio of companies. We aim at delivering tomorrow’s experiences today and believe that the ‘Future is Now’.