Customer Support Executive

Role Overview

Join VSSC Sparc Health Care as a Customer Support Executive responsible for addressing customer queries across multiple channels including phone, email, chat, and social media. This role involves managing escalated complaints while upholding superior service standards and customer satisfaction.

Duties and Responsibilities

• Respond promptly to customer inquiries via diverse communication platforms.
• Handle and resolve escalated customer complaints in a professional manner.
• Provide supervision, mentorship, and guidance to junior customer service staff.
• Ensure customer satisfaction remains consistently high by maintaining quality service.
• Oversee response times and adhere to Service Level Agreements (SLAs).
• Generate detailed daily, weekly, and monthly reports on customer support activities.
• Collaborate with internal teams to quickly address and resolve customer issues.
• Conduct training sessions for new hires on customer service protocols and company workflows.
• Identify and suggest improvements to enhance support processes and overall customer experience.
• Maintain precise records of customer communications within CRM and ticketing systems.
• Monitor team performance regularly and offer constructive feedback.

Qualifications and Skills

• Possess a Bachelor's degree in any field.
• Open to fresh graduates or candidates with up to one year of experience in customer support or service roles.
• Experience in leading or managing a customer support team is an advantage.
• Strong verbal and written communication capabilities.
• Effective problem-solving and conflict resolution skills.
• Familiarity with CRM platforms, Microsoft Office suite, and ticket management software.
• Preferred attributes include leadership qualities, excellent interpersonal skills, multitasking, patience, empathy, time management, a mindset for continuous improvement, and resilience under pressure.

Working Schedule

• Workdays span Monday through Sunday.
• One rotational weekly day off applied each week.
• Shift options include morning, afternoon, or general shifts.