POSITION DESCRIPTION

1.1 OVERVIEW OF ROLE

POSITION TITILE: Customer Support —Entry Level

LOCATION: Mumbai, India

REPORTS TO: Abdul Shaikh

POSITION SUMMARY:

The Customer Support Executive will be responsible for handling customer inquiries and managing customer
difficulties. The expectation is to resolve customer issues to their satisfaction and provide accurate information
about Softype’s products and services.

KEY RESPONSIBILITIES

KEY TASKS KPI

RESPONSIBILITIES
Teamwork  Work with technical/ functional consultant (as applicable) to Qualitative –
understand the issue, diagnose the problem and resolve the Based on
issue in the quickest and most efficient way Manager
Feedback
Communication  Handle customer inquiries (via phone, email, and chat) Qualitative –
and Coordination  Provide accurate information about Softype’s products and Based on
services Manager
Feedback
Skills with NetSuite  Resolve customer issues and complaints in a timely and Qualitative –
efficient manner Based on
Manager
Feedback
Quality Assurance  Maintain a high level of customer satisfaction Qualitative –
Based on
Manager
Feedback
Upgrading of skills  Participate in training sessions to improve product knowledge Qualitative –
and customer service skills Based on
Manager
Feedback

1.2 SKILLS AND ATTRIBUTES REQUIRED TO PERFORM THIS ROLE

ITEM DETAILS
Personal Attributes  Proactive

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  Excellent communication skills, both written and verbal
 Ability to troubleshoot

Qualifications  Bachelor's degree/ MBA freshers

1.3 KEY RELATIONSHIPS

WHO NATURE OF INTERACTION

Customer Success Work closely with the Customer Success team for projects or tasks
Sales Work with Sales team for demo planning, customer invoicing, AR,
collections, customer feedback, etc.
Clients Talking to customers on their new requirements or queries in NetSuite

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