Customer Support Executive

Key Responsibilities

1. Customer Support

• Respond to customer queries through WhatsApp, phone, email, and other support channels.
• Understand customer problems clearly and provide appropriate solutions.
• Guide customers through registration, onboarding, payments, dashboard usage, and other platform processes.
• Follow up with customers where required and ensure issues are actually closed.
• Escalate technical or operational issues to the appropriate internal team.
• Maintain a professional, helpful, and solution-oriented communication style.
• Handle difficult or frustrated customers calmly and professionally.

2. Backend Operations

• Manage customer information and operational data in internal systems.
• Verify registrations, payments, subscriptions, orders, documents, and other customer-related information.
• Update CRM, spreadsheets, dashboards, and internal systems accurately.
• Monitor customer onboarding and identify cases that are stuck or incomplete.
• Ensure that required customer information and operational records are complete and accurate.
• Perform routine backend checks and follow established SOPs.

3. Platform / Dashboard Operations

• Work with Kamashiv / NEXUS dashboards and internal tools.
• Monitor customer activity and identify operational issues.
• Perform basic troubleshooting before escalating a problem.
• Reproduce simple issues and provide clear information to the technical team.
• Test fixes or new features from a user's perspective when required.
• Report bugs with proper screenshots, steps, and relevant customer information.

4. Follow-ups & Coordination

• Coordinate between customers, sales, operations, and the technical/development team.
• Maintain follow-up lists and ensure no customer request is missed.
• Track pending issues until resolution.
• Follow up on incomplete registrations, payments, onboarding, documents, or other customer actions.
• Maintain accurate status updates in the relevant system.

5. Reporting

• Prepare daily/weekly operational reports when required.
• Maintain records of customer queries, complaints, pending cases, and resolutions.
• Identify recurring customer problems and communicate them to management.
• Highlight unusual or urgent issues immediately.
• What We Are Looking ForEssential SkillsGood spoken and written English.
• Good communication and interpersonal skills.
• Comfortable communicating with customers over WhatsApp and phone.
• Good computer skills and familiarity with web-based applications.
• Comfortable working with Excel / Google Sheets.
• Ability to learn new software and dashboards quickly.
• Strong attention to detail.
• Ability to follow processes and SOPs accurately.
• Good follow-up and task-management skills.
• Ability to work independently without constant supervision.

Preferred Skills / Experience with any of the following will be an advantage:

• CRM systems
• Customer support platforms
• WhatsApp Business / WhatsApp API
• SaaS products
• Payment gateways such as Razorpay
• WordPress / website administration
• Basic understanding of APIs or technical troubleshooting
• Digital marketing platforms
• AI tools / ChatGPT
• Ticketing systems
• Google Workspace

Technical knowledge is not mandatory, but the candidate should be comfortable learning technology and troubleshooting basic issues.

The Ideal CandidateWe are looking for someone who:

• Takes ownership instead of simply forwarding problems.
• Does not need to be reminded repeatedly about pending work.
• Is comfortable learning new systems.
• Can distinguish between a customer problem and a technical bug.
• Can investigate a problem before escalating it.
• Keeps accurate records.
• Communicates clearly and professionally.
• Is comfortable handling multiple customers/tasks simultaneously.
• Is reliable, organized, and detail-oriented.
• Has a "find a solution" mindset.

A Typical Day May Include: Your day could involve:

• Answering customer queries on WhatsApp.
• Helping a new customer complete onboarding.
• Checking whether a payment/subscription has been correctly activated.
• Updating customer information in the CRM.
• Checking why a customer's website or dashboard isn't behaving correctly.
• Collecting screenshots/details and raising a technical issue.
• Following up with the development team.
• Informing the customer when the issue is resolved.
• Checking pending customer cases.
• Preparing an end-of-day status report.