Senior Customer Support Executive Job Description
The Senior Customer Support Executive will play a crucial role in ensuring customer satisfaction and maintaining a positive customer experience. You will handle escalated customer inquiries, resolve complex issues, and provide guidance to junior support staff. Additionally, you will collaborate with cross-functional teams to improve processes and contribute to the overall growth of the company.
Responsibilities
- Handle escalated customer inquiries and provide timely and accurate resolutions
- Resolve complex customer issues by utilizing effective problem-solving skills
- Provide guidance and support to junior support staff
- Collaborate with cross-functional teams to improve customer support processes
- Identify trends and patterns in customer feedback and provide recommendations for improvement
- Ensure adherence to customer service guidelines, policies, and procedures
- Maintain detailed records of customer interactions and transactions
- Stay up-to-date with product knowledge and industry trends to effectively address customer inquiries
- Provide excellent customer service by building rapport and demonstrating empathy
Qualifications
- Bachelor's degree in a relevant field
- Proven experience in a customer support role, preferably in a senior or leadership position
- Strong knowledge of customer service principles and practices
- Excellent problem-solving and decision-making abilities
- Exceptional communication and interpersonal skills
- Ability to handle and resolve escalated customer complaints
- Proficiency in CRM software and other customer support tools
- Ability to work well in a team environment
- Attention to detail and strong organizational skills
Skills
- Excellent communication skills
- Strong problem-solving abilities
- Leadership and mentorship skills
- Customer relationship management
- Ability to handle complex customer issues
- Proficiency in CRM software
- Organizational and time management skills
- Attention to detail
- Ability to work under pressure
- Adaptability and flexibility