Here’s a detailed list of Roles and Responsibilities for a Customer Support Executive responsible for coordinating between partners and customers, ideal for service-based platforms like ETREZZO:

🧑‍💼 Role Title: Customer Support Executive – Partner & Customer Coordination🎯 Primary Objective:To ensure seamless communication and coordination between service partners and customers, resolving queries, managing schedules, and ensuring high customer satisfaction.

• 📌 Key Responsibilities:

1. Customer CoordinationRespond promptly to customer queries via phone, WhatsApp, and email.

• Confirm bookings and update customers on service schedules.
• Handle service-related concerns, escalations, and rescheduling requests professionally.
• Share service instructions or prerequisites with customers (e.g., power supply required, presence at home).

2. Partner CoordinationAssign service requests to appropriate partners based on location, availability, and expertise.

• Follow up with partners for on-time service delivery.
• Share complete service details with partners, including customer preferences and address.
• Track service completion and get feedback from partners post-service.

3. Issue ResolutionAct as a bridge for resolving disputes or misunderstandings between customers and partners.

• Provide real-time support during ongoing services if issues arise.
• Escalate unresolved issues to higher management with proper documentation.

4. Scheduling & MonitoringMaintain and update the daily service calendar for each partner.

• Coordinate slot availability and reallocation if a partner cancels or is unavailable.
• Monitor service statuses and ensure no pending or missed appointments.

5. CRM & ReportingUpdate CRM with every interaction – booking status, complaints, feedback, etc.

• Maintain service history for both customers and partners.
• Generate reports on daily bookings, cancellations, complaints, and resolutions.

6. Quality Assurance & FeedbackCollect feedback from customers post-service and log it for quality improvement.

• Flag repeated complaints or poor partner behavior to the quality team.
• Recommend improvements in processes or communication to enhance user experience.

🧠 Key Skills Required:Strong communication in English and local language (e.g., Tamil, Hindi).

• Conflict resolution and negotiation.
• CRM tools and basic Excel proficiency.
• Patience, empathy, and professionalism.
• Quick decision-making and multitasking abilities.