Company Overview

Hex Business Innovations is a technology solution provider focused on optimizing business operations for the MSME sector. Located in Faridabad, Haryana, Hex aims to elevate small and medium enterprises with innovative and practical solutions using cutting-edge technology. Founded by Mr. Deep Dua, Hex collaborates with over 200 businesses, offering ERP systems, mobile apps, and IoT solutions. Renowned for its superior customer service, Hex provides customizable and value-driven software to meet evolving client needs.

Job Overview

Hex Business Innovations is seeking a fresher for the role of Customer Service Engineer at our Faridabad location. This entry-level position, suitable for those with 0 to 1 year of experience, involves providing exceptional customer service and support. Ideal candidates will leverage their expertise in CRM software (mandatory skill), to assist our clients in maximizing their business potential through our technological solutions.

Qualifications and Skills

• Proficiency in CRM software is mandatory to efficiently manage customer interactions and data throughout the customer lifecycle.
• Familiarity with Zendesk to provide efficient customer support and streamline ticket management processes.
• Experience with Intercom for handling customer inquiries and facilitating conversational support online.
• Ability to handle live chat support to assist users in real-time, ensuring immediate resolution of issues.
• Skill in multichannel communication to interact effectively with customers through various platforms and mediums.
• Expertise in conflict resolution to address customer complaints and ensure high levels of customer satisfaction.
• Understanding of ticketing systems to organize and track client requests, ensuring all issues are resolved promptly.
• Proficiency in data entry to accurately input and maintain customer data, ensuring integrity and accessibility.

Roles and Responsibilities

• Provide exceptional customer service by addressing queries, resolving issues, and ensuring customer satisfaction.
• Utilize CRM software to track and manage customer interactions, maintaining strong client relationships.
• Collaborate with team members to enhance service delivery and implement customer feedback into solutions.
• Engage in live chat and multichannel communication to address customer inquiries in a timely manner.
• Manage and resolve customer complaints by using effective conflict resolution techniques.
• Coordinate with the technical team to provide customers with timely updates and information on their queries.
• Input and maintain accurate records of customer interactions and transactions for operational efficiency.
• Contribute to the continuous improvement of customer service processes and practices.