Customer Support Executive

Customer Support Executive

Customer Support Executive at BookWater · Chennai · 0 - 2 years · ₹1L - ₹4L / yr · Profitable · Posted 8 Jul 2023

Customer Support Executive

at BookWater

Posted by Akshaya Elango

0 - 2 yrs

₹1L - ₹4L / yr

Chennai

Skills

Customer Support

Customer Service

Communication Skills

Effective communication

Responsibilities:

● Responding promptly and professionally to customer inquiries via phone, email, and chat, ensuring accurate and timely information is provided.

● Efficiently processing customer orders, managing delivery schedules, and coordinating with our logistics team to ensure the timely delivery of water cans.

● Handling customer complaints and concerns in a professional manner, working diligently to resolve issues and provide satisfactory solutions.

● Maintaining a comprehensive understanding of Bookwater products, services, and technology, enabling you to effectively address customer inquiries and concerns.

● Collaborating with other departments to address customer needs and continuously improve the overall customer experience.

● Monitoring and analyzing customer feedback to identify trends and areas for improvement, contributing to the enhancement of our services.

● Assisting in the development and implementation of customer service policies and procedures to ensure consistency and excellence in our service delivery.

● Actively participating in ongoing training and development opportunities to stay updated with industry best practices and enhance your job performance.

● Contributing to a positive and inclusive work environment, fostering a culture of teamwork and collaboration.

Responsibilities:

● Responding promptly and professionally to customer inquiries via phone, email, and chat, ensuring accurate and timely information is provided.

● Efficiently processing customer orders, managing delivery schedules, and coordinating with our logistics team to ensure the timely delivery of water cans.

● Handling customer complaints and concerns in a professional manner, working diligently to resolve issues and provide satisfactory solutions.

● Maintaining a comprehensive understanding of Bookwater products, services, and technology, enabling you to effectively address customer inquiries and concerns.

● Collaborating with other departments to address customer needs and continuously improve the overall customer experience.

● Monitoring and analyzing customer feedback to identify trends and areas for improvement, contributing to the enhancement of our services.

● Assisting in the development and implementation of customer service policies and procedures to ensure consistency and excellence in our service delivery.

● Actively participating in ongoing training and development opportunities to stay updated with industry best practices and enhance your job performance.

● Contributing to a positive and inclusive work environment, fostering a culture of teamwork and collaboration.

Read more

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About BookWater

Founded :

2020

Type :

Product

Size :

20-100

Stage :

Profitable

About

BookWater is the world's first IoT powered, sustainable and quality based water delivery platform delivering safe and affordable water to all.

Read more

Company social profiles

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• Respond to customer queries over live chat promptly, professionally, and with a friendly tone.

• Understand each customer’s problem, troubleshoot it, and guide them to a clear solution.

• Manage several chat conversations at the same time without letting quality slip.

• Escalate complex or technical issues to the relevant team and follow up until they are resolved.

• Spot opportunities to recommend relevant upgrades or add-ons (cross-sell and upsell) during conversations, and encourage referrals - passing qualified leads to the sales team.

• Meet response-time, resolution-time, and customer-satisfaction (CSAT) targets.

• Record conversations accurately and keep customer information up to date.

• Share recurring problems and customer feedback with the product and support teams.

• Help improve our help center by suggesting or drafting support articles.

Required Skills (Must-Have) :

• Strong English communication is mandatory - clear written English with correct grammar, spelling, and a warm, professional tone.

• Good typing speed and accuracy (around 35-40 words per minute or higher).

• Strong reading comprehension to quickly understand what a customer needs.

• A patient, empathetic, and customer-first attitude.

• Ability to multitask and stay organized while handling multiple chats.

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• Familiarity with SaaS products, especially HRMS, Payroll, or related domains.

• A natural ability to notice customer needs and suggest the right solution (helpful for cross-sell, upsell, and referral incentives).

• Ability to communicate in Hindi or other regional languages.

• Any prior customer support, BPO, or internship experience.

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• Performance incentives for cross-sell, upsell, and new lead referrals - in addition to your fixed salary.

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