We are looking for a Customer Support Executive to be the first point of contact for our customers. The ideal candidate should have excellent communication skills, a customer-focused approach, and the ability to understand and resolve customer queries efficiently.
Key Responsibilities
- Handle customer queries and requests through phone calls, email, chat, WhatsApp, and other communication channels.
- Provide accurate information regarding company products, services, processes, and policies.
- Understand customer concerns and provide appropriate solutions within the defined timelines.
- Handle customer complaints professionally and ensure timely resolution.
- Escalate complex or unresolved issues to the appropriate internal department.
- Follow up with customers to ensure their concerns have been completely resolved.
- Maintain accurate records of customer interactions, complaints, and resolutions in the CRM/helpdesk system.
- Coordinate with internal teams such as Sales, Operations, Technical Support, and Accounts to resolve customer issues.
- Maintain up-to-date knowledge of company products, services, and processes.
- Identify recurring customer issues and share feedback with the relevant teams.
- Maintain a professional, empathetic, and positive attitude during customer interactions.
- Meet assigned customer service KPIs such as response time, resolution time, customer satisfaction (CSAT), and first-contact resolution (FCR).
- Prepare and maintain customer support reports when required.
Requirements
- Bachelor's degree in any discipline preferred.
- 0–2 years of experience in customer service, customer support, telecalling, BPO, or a related role.
- Freshers with strong communication skills may also apply.
- Excellent verbal and written communication skills.
- Good interpersonal, problem-solving, and customer-handling abilities.
- Customer-focused attitude with patience and empathy.
- Basic knowledge of MS Office, Excel, email, and CRM tools.
- Ability to multitask and work effectively in a fast-paced environment.
- Good typing and computer skills.
- Willingness to work in rotational shifts, including day/evening/night shifts, weekends, and rotational weekly offs, as per business requirements.
- Flexibility to work extended hours when required during peak business periods.