Customer Support Executive Job in Rajkot at Kelvin Plastic Pvt Ltd

Responsibilities:

• Manage large amounts of incoming phone calls.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Meet personal/customer service team sales targets and call handling quotas.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines and policies.
• Take the extra mile to engage with customers.
• Manage end-to-end after-sales customer support cycle from order received to payment collection to consignment reaching the final destination.
• Follow-up and coordinate with internal and external stakeholders to ensure the order is delivered to the customer on time and with minimum damage.
• Proactive service should be provided to channel partners after the goods are delivered and maintain rapport to generate more sales from the said customer.
• Proactively and regularly Inform Customers of Price and Discount Revision.
• Keeps customers informed by forwarding notice of item availability, shipment date and method, and current status; answering questions.

Skills:

• Proficient knowledge of MS Excel, and Powerpoint.
• Proficient knowledge of statistics.
• Analytical Skills.
• Excel (pivot Table, Charts, Advance formulas like If Vlookup and statistical formula.
• Cost Savings mindset.
  
  Requirements:
• They have proven customer support experience or experience as a Client Service Representative.
• Track record of over-achieving quota.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication (written & Verbal) and presentation skills.
• Ability to multi-task, prioritise, and manage time effectively.
• Bachelors / Masters's degree.