Customer Support Executive

Job Overview

We are looking for a proactive, empathetic, and resilient Customer Support Executive specializing in grievance handling and customer recovery. The primary focus of this role is to resolve customer complaints effectively, de-escalate tense situations, regain customer trust, and turn negative experiences into positive, long-term relationships.

Key Responsibilities

• Act as the first point of escalation for customer grievances received via phone, email, chat, social media, or other channels.
• Provide fair, timely, and transparent resolutions in line with company policies while maximizing customer satisfaction.
• De-escalate emotionally charged interactions with empathy, active listening, and professional communication.
• Document every grievance, resolution steps, and recovery actions accurately in the excel sheet.
• Identify recurring issues or trends in complaints and escalate them to relevant departments with clear recommendations for systemic improvement.
• Follow up with customers post-resolution to ensure satisfaction and gather feedback.