Job Description 

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.