icims
Analyst - Consumer Support
Lennox International
Chennai, IND
Full-time
Senior · 5+ years experience
Onsite
Discovered 3 days ago
SalesforceMicrosoft Office
Free
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Key Skills for This Role
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- Communication Skills: Fluent English Proficiency: As the role supports U.S. consumers, fluency in English is essential. This includes clear verbal communication, proper pronunciation, and professional tone. Excellent Verbal and Written Communication: Ability to communicate clearly and effectively both over the phone and in writing. This is crucial for maintaining a positive customer experience and resolving issues. Active Listening: Good listening skills are important to understand the customer's concerns and guide them appropriately through non-technical solutions. Cultural Sensitivity: Understanding of U.S. communication styles, expectations, and cultural differences to ensure smooth and effective interactions. Customer Service Skills: Strong Customer Focus: Ability to empathize with customers, address their concerns, and deliver excellent customer experience, even if the issue cannot be fully resolved in the first interaction. Patience and Professionalism: Ability to remain calm and professional in all situations, especially when dealing with frustrated or upset consumers. Clear Problem Solving: Ability to provide basic support (e.g., assisting with product inquiries, warranty coverage, registration of products, locate documents) or direct the customer to the appropriate online resources. De-escalation Skills: Ability to manage challenging situations and de-escalate conflicts, ensuring that the consumer feels heard, and their concerns are addressed. Problem-Solving Abilities: A strong ability to analyze issues and provide clear and accurate solutions. Even though it’s a first-tier role, the ability to handle basic concerns and escalate when necessary is crucial. Call Handling Skills: Efficient in managing call flow, multitasking (e.g., using CRM tools while talking to customers), and maintaining professionalism in every interaction. Conflict Resolution: Ability to de-escalate situations with upset or frustrated consumers and provide satisfactory resolutions. Product and Company Knowledge: Basic HVAC Product Knowledge: Basic technical aptitude of mechanical products. Training will be provided, but having some familiarity with terms like air conditioning, thermostats, and filters can be beneficial. Company Policies and Procedures: Understanding the company’s policies, procedures, and product offerings so you can answer common questions (warranty coverage and exclusions) and provide accurate information to customers. Technical Skills (Non-Technical): Salesforce Experience: Familiarity with Salesforce to log and track customer interactions . Basic Computer Skills: Strong experience in using software like Microsoft Office (Word, Excel, etc.) for handling administrative tasks and documenting customer issues or feedback. Multitasking: Ability to handle multiple tasks, such as managing customer inquiries while inputting data into Salesforce or updating case statuses. Time Management and Organization: Efficient Call Handling: Ability to manage call time effectively without compromising the quality of service. While some calls may require longer conversations, it's important to keep the interactions efficient and focused. Task Prioritization: Ability to prioritize multiple customer inquiries and resolve them in a timely manner, especially in a high-volume environment. Soft Skills: Empathy: Ability to understand the customer's feelings and needs, helping to build rapport and make the customer feel valued. Positive Attitude: Always maintain a positive and solution-oriented approach, even if you don’t have immediate answers or resolutions. Attention to Detail: Ensuring all customer information is captured accurately, following up on pending cases, and documenting interactions properly in Salesforce.
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