Senior Customer Support Executive

Key Responsibilities

Customer Support Operations

• Handle inbound and outbound customer calls, WhatsApp chats, and emails professionally.
• Resolve customer queries related to product usage, orders, payments, and returns.
• Manage escalations and ensure timely resolution.
• Support onboarding of new customers and ensure a smooth product adoption experience.

Team Coordination

• Guide and support junior customer support associates.
• Monitor daily support activities and ensure service quality standards are maintained.
• Assist in training new team members when required.

Reporting & Process Management

• Prepare daily/weekly performance sheets and support reports.
• Track lead conversions, support metrics, and customer feedback.
• Maintain accurate CRM records of customer interactions and resolutions.
• Identify recurring issues and suggest process improvements.

Customer Relationship Management

• Conduct follow-ups with customers to ensure satisfaction.
• Collect customer feedback and share insights with internal teams.

Cross-Functional Coordination

• Work closely with logistics, product, and marketing teams to resolve customer concerns efficiently.

Qualifications & RequirementsExperience: 2–4 years in customer support, telesales, or customer service roles (experience handling a team is preferred).

Skills Required

• Excellent spoken and written English communication skills (Hindi/Kannada is a plus)
• Strong problem-solving and escalation-handling ability
• Basic reporting and Excel/Google Sheets skills
• Familiarity with CRM tools
• Leadership mindset and ability to guide a small team
• Customer-first attitude with patience and professionalism
• Organized, responsible, and process-oriented