Customer Support Specialist
Digitxpert Solutions LLP
About the Role
The Customer Support Specialist is a full-time, on-site role based in Thane. This position involves handling customer inquiries via phone, email, and chat, resolving issues, and providing clear, accurate information about products and services. The specialist will track and document customer interactions, follow up on open tickets, and coordinate with technical and operations teams to ensure timely resolution. Daily responsibilities include maintaining high standards of customer satisfaction, identifying recurring problems, and sharing feedback to help improve processes and service quality. The role also requires working within established service-level agreements, adhering to company policies, and contributing positively to a cooperative team environment.
Key Responsibilities
- Handle customer inquiries via phone, email, and chat.
- Resolve customer issues.
- Provide clear and accurate information about products and services.
- Track and document customer interactions.
- Follow up on open tickets.
- Coordinate with technical and operations teams for timely resolution.
- Maintain high standards of customer satisfaction.
- Identify recurring problems.
- Share feedback to improve processes and service quality.
- Work within established service-level agreements.
- Adhere to company policies.
- Contribute positively to a cooperative team environment.
Requirements & Tech Stack
- Customer Support and Customer Satisfaction skills.
- Excellent Interpersonal Skills.
- Technical Support capabilities.
- Analytical Skills.
- Proficiency in written and spoken English.
- Additional local language skills are an advantage.
- Comfort working with customer support tools, ticketing systems, and basic office software.
- Ability to work on-site in Thane.
- Ability to manage a full-time schedule.
- Ability to perform effectively in a fast-paced environment.
Qualifications
- Prior experience in customer service or support is preferred.
- A diploma or degree in any discipline is beneficial but not mandatory.