Icici Bank Recruitment 2023

As a Customer Support Analyst, your primary responsibility will be to provide effective and efficient support to customers, addressing their inquiries, troubleshooting issues, and ensuring their satisfaction. You will play a crucial role in resolving customer concerns, analyzing data to identify trends, and providing insights to improve the customer support process. Your strong communication skills, problem-solving abilities, and attention to detail will be essential for success in this role.

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Responsibilities:

1. Customer Support:
   • Respond promptly and professionally to customer inquiries via various channels (phone, email, chat, etc.).
   • Provide accurate and helpful information to resolve customer issues and inquiries.
   • Ensure timely resolution of customer complaints and escalations.
   • Maintain a positive and empathetic attitude towards customers.
   • Document customer interactions and resolutions in the customer support system.
2. Troubleshooting and Problem Resolution:
   • Analyze and diagnose customer issues by gathering relevant information.
   • Offer technical assistance and guidance to customers experiencing product or service-related problems.
   • Troubleshoot software, hardware, or network issues remotely or by providing step-by-step instructions.
   • Collaborate with cross-functional teams, including developers and technicians, to resolve complex customer problems.
   • Escalate unresolved issues to the appropriate teams and track the progress until resolution.
3. Data Analysis and Reporting:
   • Analyze customer support data and identify trends or patterns in customer issues.
   • Provide insights and recommendations to improve products, services, and the customer support process.
   • Generate reports on customer support metrics, such as response time, resolution time, and customer satisfaction.
   • Monitor customer feedback and sentiment to identify areas for improvement.
   • Collaborate with the team to implement process improvements and enhance the customer support experience.
4. Knowledge Management:
   • Maintain a comprehensive knowledge base of product features, troubleshooting techniques, and frequently asked questions.
   • Update and improve documentation, FAQs, and support materials for internal and external use.
   • Conduct training sessions or provide resources to help customers and team members resolve common issues.
   • Stay updated on product updates, new features, and industry trends.
5. Customer Relationship Management:
   • Build and maintain strong relationships with customers, demonstrating professionalism and empathy.
   • Proactively engage with customers to gather feedback, address concerns, and identify opportunities for improvement.
   • Collaborate with sales and account management teams to ensure customer satisfaction and retention.
   • Identify upselling or cross-selling opportunities based on customer needs.

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Qualifications:

• Bachelor's degree in a relevant field or equivalent experience.
• Proven experience in customer support or a related role.
• Strong communication skills, both verbal and written.
• Excellent problem-solving and analytical abilities.
• Patience and empathy when dealing with customers.
• Technical aptitude and ability to understand software and hardware systems.