Job Description

As a Customer Support Specialist, you will provide excellent customer service by assisting customers with inquiries, troubleshooting issues, and ensuring a positive customer experience. You must have exceptional English communication skills to effectively interact with US-based customers. Training on the product will be provided to ensure success in the role.

WHAT YOU WILL DO:
• Provide before and after-sale customer support via phone, email, and chat.
• Assist customers with pre-sales inquiries, including product information, pricing, and purchasing guidance.
• Offer post-sales support related to installation, warranty claims, troubleshooting, returns, and refunds.
• Before Sales Support – Product, Pricing, Design, and ‘Where to Buy’ information
• After Sales Support – Installation and Assembly, Warranty, Safety & Hazard, Returns & Refunds.
• Address customer concerns and provide timely solutions while maintaining professionalism and empathy.
• Ask open ended questions about customer’s projects in order to determine their needs.
• Provide aesthetic and efficient creative design suggestions based on information provided by Customer.
• Recommend the proper parts and quantities needed for installation.
• Provide accurate and complete drawings by coordinating with Architects, Designers, Builders, and Contractors for bid submittals.
• Prepare quotation on Material and Labor, based on Dealer/Installer’s pricing scheme.
• Utilize active listening skills to understand customer needs and provide accurate information.
• Log and update customer interactions in the central information system.
• Escalate unresolved issues through the appropriate channels.
• Provide follow-up communication to ensure customer satisfaction.
• Collaborate with internal teams to resolve customer concerns effectively.

REQUIREMENTS:
• Bachelor's degree preferred. Engineering degrees will be a plus.
• Knowledge of CAD will be a huge advantage.
• 2 years of experience in customer service or support roles will be a plus.
• Strong verbal and written communication skills in English.
• Ability to handle customer interactions with patience and professionalism.
• Stay calm under stressful situations.
• Attention to detail and accuracy.
• Able to perform basic math functions and calculate dimensions, and amounts.
• Ability to interpret instructions furnished in written, oral, diagram, or schedule form and perform critical reasoning.
• Stay current on design trends
• Prior experience in handling US customers is a plus.
• Willingness to work the assigned shift (3 PM – 12 AM IST).

PHYSICAL DEMANDS AND WORK ENVIRONMENT:
• The role is primarily remote with extensive use of computers and headsets.
• Ability to remain seated for extended periods while handling customer queries.
• Maintain a professional work environment suitable for customer interactions.

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Skills

Customer Support , Customer Service , Communication skills , Troubleshooting ,

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Qualifications

• Any Degree