Santhosh Kumar M
Customer Support Executive
Bangalore
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level of senior customer care excellence position. Ready to help team achieve company goals. Consistently maximize satisfaction by offering every customer industry-leading service and support. Adaptable and responsive team player with unwavering dedication to retaining customers, boosting revenue, and resolving conflicts.
Overview
4
4
years of professional experience
5
5
Languages
Work History
Customer Service Executive
UNI Cards
Bangalore
12.2020 - 09.2022
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average chat time through efficient problem-solving skills without sacrificing quality of service provided.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Asked open-ended questions and researched issues in system to resolve various customer billing errors.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
Senior Customer Service Representative
Zolve Innovation
Bangalore
10.2022 - Current
- Mentored junior team members, contributing to their professional development and overall team success.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Responded to customer calls and emails to answer questions about products and services.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
B.com - Accounting And Business Management
06.2019
Skills
Complaint resolution
CRM
Professional chat and email demeanor
Active listening
Attention to details
Conflict resolution
Critical thinking
Creativity
Timeline
Senior Customer Service Representative - Zolve Innovation
10.2022 - Current
Customer Service Executive - UNI Cards
12.2020 - 09.2022
Oxford College of Science - B.com, Accounting And Business Management