Customer Support Executive -Malayalam

As a Customer Support Executive at Lokal App, your primary responsibilities include responding promptly to inquiries in Malayalam, providing detailed answers about app features, resolving issues, documenting interactions, collaborating with team members on complex issues, and engaging with users for feedback to enhance their app experience.

To qualify for the Customer Support Executive position at Lokal App, you need fluency in Malayalam and English, excellent communication and interpersonal skills, proven experience in customer support, and the ability to handle difficult situations with professionalism and calmness.

Lokal App prioritizes customer satisfaction by equipping Customer Support Executives with the tools and knowledge necessary to address inquiries efficiently and effectively, encouraging empathy in every interaction, and fostering collaboration with team members to resolve more complex issues.

Essential skills for a Customer Support Executive at Lokal App include strong problem-solving abilities, attention to detail, familiarity with customer support software, and a genuine passion for technology and helping others succeed. These skills help ensure that users receive the best experience possible.

A typical day for a Customer Support Executive at Lokal App involves managing customer inquiries via various communication channels, resolving issues promptly, collaborating with team members on tough problems, documenting customer feedback, and engaging with users to gather insights for service enhancement.

When faced with a difficult customer interaction, listen actively to the customer’s issues, empathize with their frustration, and assure them that you are there to help. Stay calm, ask clarifying questions, and focus on finding a solution that meets their needs.

I believe in maintaining detailed records of customer interactions to track issues, identify trends, and better understand user needs. I ensure that all interactions are documented clearly and promptly to facilitate future reference and improvement.

I am motivated by the opportunity to help others and make a real difference in their lives. When I can solve a problem for a user or enhance their experience with the app, it gives me a sense of accomplishment and satisfaction.

To prioritize multiple inquiries, I assess the urgency and importance of each request, address simple, quick questions first to clear those out, and then focus on more complex issues, ensuring that every customer feels valued and attended to.

I keep myself updated with all product changes by referring to internal resources, participating in training sessions, and communicating with team members. This preparation allows me to convey accurate information and assist users effectively.

I continually seek feedback from users, analyze trends in customer inquiries, and collaborate with my team to identify areas for improvement. Implementing new strategies to streamline services helps enhance the overall user experience.

Once, a customer was frustrated due to a technical issue. I listened closely to their concerns, addressed the problem promptly, and offered an additional resource to help them use the app more effectively. The customer appreciated the support and thanked me for my patience.

I ensure clear communication by using simple, direct language and confirming the customer’s understanding. I also encourage questions and provide summaries of our discussions to ensure clarity and avoid misunderstandings.

I am familiar with a range of customer support tools, including ticketing systems, live chat software, and CRM platforms. These tools help streamline communication and enhance the efficiency of customer service.

I want to work at Lokal App because I share the company's mission of empowering local communities through technology. I believe I can contribute significantly by providing excellent support and ensuring users receive the best possible experience.