Customer Support Executive

JOB DESCRIPTION:

The Customer Care Executive/ Sr Executive is responsible for delivering exceptional support and service to customers. This role involves handling customer queries, customer escalations, resolving issues and ensuring a seamless customer experience to enhance retention and satisfaction.You will be the first point of contact for customers, playing a key role in maintaining customer loyalty and upholding the company’s reputation.

Key Roles & Responsibilities:

Inbound & Outbound Calling

• Handle customer queries via incoming calls professionally and efficiently
• Make outbound calls for follow-ups, promotions, feedback, and lead conversion
• Explain products/services clearly and resolve customer concerns
• Maintain call quality and accurate call records

Sales & Lead Conversion

• Convert inquiries into successful sales
• Achieve daily, weekly, and monthly sales targets
• Upsell and cross-sell products/services wherever appropriate
• Update CRM with leads, follow-ups, and closures

Email & Chat Support

• Respond to customer emails and live chats promptly and professionally
• Provide complete and accurate information to customers
• Maintain proper documentation of conversations

Customer Relationship Management

• Build strong relationships with customers
• Ensure customer satisfaction and retention
• Collect customer feedback and share insights with the team

Reporting & Documentation

• Maintain daily call, sales, and follow-up reports
• Track customer interactions in CRM systems
• Follow company policies, scripts, and escalation procedures

Required Skills & Qualifications

• Any graduate / under-graduate
• Excellent communication skills in English and [Local Language]
• Basic computer knowledge (MS Excel, CRM, email handling)
• Good sales persuasion and negotiation skills
• Ability to handle pressure and meet targets
• Customer-first attitude and problem-solving skills

Preferred Skills

• Experience in BPO, Call Centre, Sales, or Customer Support
• Knowledge of chat tools, ticketing systems, and CRM software
• Multilingual communication is an added advantage

Qualifications & Skills:

• Bachelor’s degree.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to multitask, prioritize, and manage time effectively.
• Computer skills