Company Overview:
At Gaditek, our talent is not just exceptional - it's world-class! Our unstoppable team of 800+ employees is the best and the brightest, driving innovation across 7 Global SaaS Brands in 6 hottest industries, including Cyber Security, Digital Media, Managed Cloud, Affiliate Marketing, E-Commerce, Web.3.0, and Venture Building as a Service.
Our team is made up of dreamers, doers, and all-around rockstars who are committed to making a difference. As a result, we’re among the best companies to work for, with a plethora of benefits and an amazing culture.
Overview of the role:
- Timely answer customer queries on different CRMs (Intercom, Zendesk, Emails, etc.)
- Maintain healthy relationships with loyal customers to retain them
- Engage with the customers to resolve queries within the given time frame
- Communicate timely correspondence back to customers, track and resolve any issues
- Plan, prioritise, and manage time effectively to assuring 100% customer satisfaction
- Provide accurate, valid, and complete information by using the right data sources and knowledge
- Identify and assess customers’ needs to achieve satisfaction
- A customer support executive should have the following technical skills competencies:
- Knowledge of customer service software and tools, such as CRM and ticketing systems.
- Familiarity with various communication channels, such as email, chat, and phone support.
- Ability to navigate and troubleshoot technical issues, including software and hardware problems.
- Familiarity with basic networking concepts and web technologies.
- Ability to use remote support tools, such as remote desktop and screen sharing.
- Knowledge of company products, services, and policies.
- Strong typing and computer skills.
- Ability to manage and prioritise multiple tasks and cases simultaneously.
- Ability to learn and adapt to new technologies quickly
What you will be expected to perform:
- As a Customer Support Executive, you are expected to efficiently handle customer inquiries, maintain positive customer relationships, and provide timely and accurate solutions. Your role involves utilizing various communication channels, troubleshooting technical issues, and ensuring overall customer satisfaction.
Qualifications and Requirements:
- Relevant Experience:
- Bachelor’s Degree in Business Administration, Electronics, Software, Computer, Telecom
- 0-2 years experience working in Customer Support or related function
- Basic understanding of Computer and Internet usage
- Detail-orientation to avoid data misinterpretation
- Quick learning skills and fast execution speed
- Must be well-versed in writing/speaking English
- Able to work in rotational shifts
You should be:
- Customer-Centric
- Excellent Communicator
- Relationship Builder
- Problem Solver
- Tech-Savvy
- Organized
- Detail-Oriented
- Proactive
- Team Player
- Time Management
- Solution-Focused
Dimensions and Supplementary Information:
- Customer Satisfaction: Maintain the overall satisfaction to 94% of customers based on query resolution and feedback.
- Response Time: Maintain the time taken to respond to customer queries across different communication channels.
- Customer Retention: Monitor the retention rate of loyal customers and the success of relationship-building efforts.
- Communication Effectiveness: Evaluate the clarity and impact of written and verbal communication with customers.
- Task Management: Evaluate the ability to efficiently manage and prioritize multiple tasks and cases simultaneously.
- Problem-Solving Capability: Evaluate the effectiveness in identifying, troubleshooting, and resolving customer issues.
What do we have to offer you?
Join Gaditek for an extraordinary work experience!
Fast-paced careers, competitive packages, comprehensive wellbeing programs, extensive
medical coverage, continuous learning opportunities, generous perks, and an exceptional
employee experience await you.
Embrace a fulfilling journey with us today!
