Customer Support Executive

Sr Customer Support

ABOUT THE ROLE

We are looking for a proactive and customer-focused Sr Customer Support to join our growing team. In this role, you will be the first point of contact for our customers, resolving queries efficiently while delivering an exceptional support experience. You will handle escalated cases, mentor junior agents, and contribute to improving our support processes.

KEY RESPONSIBILITIES

• Handle inbound customer queries via chat, email, and phone in a timely and professional manner.
• Resolve product or service issues by clarifying complaints and determining the best solution.
• Manage and track tickets using CRM tools.
• Escalate unresolved issues to the relevant internal teams and follow up for closure.
• Assist in onboarding and guiding junior support agents on processes and best practices.
• Maintain accurate records of customer interactions and transactions.
• Identify patterns in customer issues and suggest improvements to the support workflow.
• Meet or exceed individual and team SLA targets and CSAT goals.

REQUIRED SKILLS & QUALIFICATIONS

• 0.6-2 years of experience in a customer support or client-facing role.
• Strong verbal and written communication skills in English and other regional language.
• Ability to handle multiple conversations and prioritize effectively.
• A problem-solving mindset with attention to detail.
• Comfortable working in a fast-paced, target-driven environment.
• Graduate in any discipline (BCA, B.Com, BA, or equivalent).

GOOD TO HAVE

• Experience in e-commerce, customer support.
• Knowledge of basic Excel / Google Sheets for reporting.
• Ability to communicate in additional regional languages.

WHAT WE OFFER

• Structured learning & development programs.
• Collaborative and growth-oriented work culture.