Customer Support Executive – Broadband Operations

The Support Executive will be responsible for handling customer support requests, raising complaint tickets with the respective ISP/vendor, coordinating with vendors until resolution, and ensuring timely updates to customers. The role requires excellent communication skills, follow-up abilities, and systematic ticket management.

Key Responsibilities

• Receive complaints from customers via phone, WhatsApp, email, or support portal.
• Log every complaint accurately into the CRM/Ticketing System.
• Identify the respective vendor responsible for the customer’s internet connection.
• Raise complaint tickets with the concerned vendor.
• Coordinate continuously with vendors until the issue is resolved.
• Keep customers informed about ticket status, expected resolution time, and progress.
• Escalate delayed or critical cases to senior management.
• Verify service restoration with the customer before closing the ticket.
• Maintain proper records of all complaints, follow-ups, and closures.
• Prepare daily and monthly complaint reports.