Job Description:
The Customer Support Executive is accountable for resolving customers’ issues and problems by promptly responding to customer inquiries and providing technical support through various channels such as phone, email, or chat.
Duties and Responsibilities:
The Customer Support Executive is responsible for providing top-notch customer service to our clients by resolving their issues and concerns in a timely and efficient manner. You will also be responsible for ensuring customer satisfaction and building long-term relationships with our clients. To log, validate and diagnose customer issues on the full range of products and applications supported on the customer site. Providing the customer with a solution through information gathering, analytical trouble shooting and query research, or to route or escalate the contact to the appropriate resolution group. Escalation and management of contacts to agreed service levels. Interaction with service desk colleagues to attain service desk SLA. Excellent attendance and punctuality are required as well as adhering to all company policies and procedures.
• Provide timely and efficient customer support and advice via phone, email, and live chat
• Troubleshoot customer issues and provide solutions
• Investigate and escalate complex customer issues
• Handle queries regarding flight and seat changes
• Maintain up-to-date knowledge of company products and services (e.g. transport links)
• Resolve customer complaints via chat, email, or phone (e.g. luggage booking, etc.)
• Provide support and resolve customer issues and concerns in a professional and courteous manner regarding adverse weather conditions, strikes, or other events
• Possess excellent product knowledge to enhance customer support
• Keep accurate records of customer interactions and transactions and document customer interactions in the company CRM system
• Follow up with customers after service is provided
• Proactively identify ways to improve the customer experience
• Reporting according to processes
• Protect confidential and sensitive information and materials
• Accomplish other duties as required by the Supervisor
• Log/Validate all contacts on the provided case/call logging system.
• Resolve customer queries using the relevant tools and systems
• Manage end to end all contacts logged, providing regular updates to customers on ticket status.
• Invoke Escalation Procedures within defined time frames
• Work to achieve individual and team goals
• To comply/complete desk specific or ad-hoc request/tasks/training.
• Assist with new hire mentoring.
• Ensure Quality standards are adhered to in regards to both Cases & Calls.
• Continuous documentation validation.
• Protect confidential and sensitive information and materials.
• Observe strict compliance to licensing, copyright and trademark legislation.
• Accomplish other training as required.
• Pro-actively seek support from escalation team via appropriate methods as required.
• Escalate tickets to other resolution team for validation and further escalation.
• Monitor ticket queues and handle tickets appropriately
• Provide support to multiple desks and accounts if required under CSI (Cross Skilling Initiative).
• Follow processes and procedures outlined in training.
• Other requests & duties may be assigned as required.
• All employees must make the utmost effort to follow all procedures and processes as outlined during training.
• Proactively contribute to the achievement of service desk SLA’s.
Essential Competencies
The suitable candidate must have a deep-rooted passion for delivering success. The suitable candidate will have formidable experience and working knowledge of:
• Excellent communication skills in English language and/or required supported language, both in terms of writing and speaking with customers
• Multi-tasking skills & good time management
• Ability to work independently and as part of a team
• Strong problem-solving skills and attention to detail
• Good trouble shooting skills
• Customer-orientated, proactive approach
• Flexibility in adapting to changing requirements
• Willing to work variable shift patterns
Customer Service and Communication:
• Experience in communication with customers.
• Ability to communicate effectively - oral & written.
• Ability to communicate effectively with different groups.
• Ability to follow specific processes and procedures.
• Demonstrates high level of customer satisfaction in previous positions.
• Experience on Process Managed Environment
• Fluency in English and/or required supported language.
Problem Solving Techniques:
• Ability to identify customer issues.
• Ability to apply analytical and investigative skills to resolve customer issues.
• Ability to handle challenging support situations.
Personal Interaction:
• Ability to convey knowledge to others.
• Ability to adapt to a changing environment.
• Strong team working skills.
Technical Requirements:
• Technical skill with Windows OS Platforms.
• Microsoft Office Suite, including Outlook.
• Knowledge of printer hardware
• Knowledge of Local Area Networking
• Internet
• Knowledge of other operating systems, including iOS, iPAD, iPhone and MAC OSX would be an advantage.
Candidate Experience
• Ideally, previous relevant experience in customer service or technical support
• Experienced or open for working internationally, with different cultures
• Preferably, having a technical attitude and a basic understanding of hardware, software, and different operating systems
• Previous contact centre experience is desirable, but not essential