Customer Support | International Process (Pune)

Responsibilities:
- Respond to customer inquiries and issues promptly and professionally via various channels (phone, email, chat, social media) for an international clientele.
- Diagnose, troubleshoot, and resolve technical and non-technical customer problems, providing explicit and concise solutions.
- Understand and adapt to different cultural communication styles and customer expectations from various international regions.
- Accurately document all customer interactions, issues, and resolutions in the CRM or ticketing system, adhering to international data privacy standards where applicable.
- Escalate complex or unresolved issues to the appropriate internal teams (e.g., Tier 2 support, technical teams, product development) in a timely manner, ensuring seamless handover.
- Maintain a high level of product/service knowledge to effectively guide international customers.
- Educate customers on product features, functionalities, and best practices to maximize their experience.
- Meet or exceed individual and team performance metrics, including Customer Satisfaction (CSAT), First Contact Resolution (FCR), Average Handle Time (AHT), and quality scores.
- Collaborate effectively with team members and other departments to ensure consistent service delivery and share insights from international customer interactions.
- Adhere to all company policies, procedures, and security protocols, especially those pertaining to international customer data.
- Participate in ongoing training and development programs to enhance product knowledge and customer service skills, with a focus on international communication nuances. Apply on Kit Job: kitjob.in/job/4mz3at