Customer Support Executive

Job Title: Customer Support Executive / RepresentativeJob SummaryWe are looking for a customer-focused and empathetic Customer Support Executive to handle customer inquiries, resolve issues efficiently, and ensure a positive customer experience. The ideal candidate should have strong communication skills, patience, and a problem-solving mindset.Key ResponsibilitiesRespond to customer queries via phone, email, chat, or social mediaResolve product or service issues in a timely and professional mannerProvide accurate information about products, services, and policiesEscalate complex issues to relevant departments when neededMaintain detailed records of customer interactions and transactionsFollow up with customers to ensure issue resolution and satisfactionIdentify common issues and suggest improvements to processesMeet individual and team performance targets (KPIs, SLAs)Required Skills & QualificationsBachelor’s degree (or equivalent experience)Excellent verbal and written communication skillsStrong problem-solving and conflict-resolution abilitiesAbility to multitask and manage time effectivelyBasic computer skills (CRM tools, MS Office, helpdesk systems)Customer-first attitude with patience and empathyPreferred QualificationsPrevious experience in customer service or support rolesFamiliarity with CRM tools (e.g., Zendesk, Freshdesk, Salesforce)Ability to work in shifts or flexible hours (if required)Key CompetenciesActive listeningEmotional intelligenceAdaptabilityAttention to detailTeam collaborationPerformance MetricsCustomer Satisfaction (CSAT) scoreFirst Response Time (FRT)Resolution TimeTicket handling volumeQuality assurance scoresWork EnvironmentOffice / Remote / Hybrid (customize as needed)Rotational shifts (if applicable)If you want, I can tailor this JD for a specific industry (like BPO, SaaS, e-commerce, banking) or make a fresher vs experienced version.