SR. CUSTOMER SUPPORT

Position: Senior Customer Support Executive
Job brief
We are looking for a Senior Call Centre Executive that will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behaviour.
The incumbent will also be charged with training and motivating the junior staff as they answer questions, handle complaints, and provide support for clients. Will also be responsible on building documentation for the process.
Responsibilities
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Would be the single point of contact for customer from the organization.
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Manage inbound and outbound calls in a timely manner
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Follow communication “scripts” when handling different topics
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Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
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Build sustainable relationships and engage customers by taking the extra mile
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Keep records of all conversations in our call centre database in a comprehensible way
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Frequently attend training and scrum calls to improve knowledge and performance level
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Meet personal/team qualitative and quantitative targets
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Will Coach and Mentor junior staff on their role
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Will build documentation on the process
Requirements and skills
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Previous experience in a customer support role with 3+ years
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Track record of over-achieving quota along with mentoring and coaching staff
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Strong phone and verbal communication skills along with active listening
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Strong written communication skills on writing/ responding emails
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Familiarity with CRM systems and practices
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Customer focus and adaptability to different personality types
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Ability to multi-task, set priorities and manage time effectively
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Candidate should be able to be adaptable and receptive to startup culture
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High school degree