TITLE OF ROLE: Senior Support Agent

DEPARTMENT: Global Horizontal Support

REPORTS TO (ROLE): Manager - Customer Support

LOCATION: Chennai

Shift Time: 9 PM to 6 AM (Night Shift)

 

Position Summary: 

 

As a Senior Support Agent, you will be responsible for providing exceptional customer service to our clients, maintaining positive customer relationships, and handling customer inquiries and questions in a timely and professional manner. You will also be responsible for mentoring new Support Agents. 

 

Qualifications & Experience: 

 

• Bachelor’s Degree or equivalent  

• 2 or more years of experience  in customer service

Key Character Traits of a Senior Support Agent:

 

Excellent communication skills.

Ability to multitask and decision-making skills.

Self-driven & self-motivated.

Analytical & logical thinking. 

OKR (Objective & Key Results):

• Provide outstanding customer service by answering customer inquiries, resolving complaints, and maintaining positive relationships with clients.

• Respond to customer emails and phone calls in a timely and professional manner.

• Follow up with customers to ensure that their issues have been resolved to their satisfaction.

• Handle escalated customer issues and work with management to find appropriate solutions.

• Maintain accurate records of customer interactions and transactions.

• Provide prompt and effective solutions to customer inquiries and complaints.

• Show empathy and understanding toward customer concerns.

• Build and maintain positive relationships with customers.

• Demonstrate a willingness to go above and beyond to provide excellent customer service.

• Proactively identify and address customer needs and concerns.

• Handle difficult situations with tact and professionalism.

• Maintain a positive attitude and remain calm under pressure.

• Participates and provides expertise as a member of the Customer Support Group Participates and provides expertise as a member of the Client Relations Group. 

• Attends regular meetings and feedback sessions.