Customer Support Executive

Job Title: Customer Support Executive

Department: Customer Support / Operations

Location: On-site

Experience: 1–3 years (Freshers with excellent communication skills are welcome to apply)

Job Summary

We are looking for a customer-focused and proactive Customer Support Executive to provide exceptional support to our customers through phone, email, chat, and other communication channels. The ideal candidate should possess excellent communication skills, problem-solving abilities, and a commitment to delivering a positive customer experience.

Key Responsibilities·

Respond to customer inquiries via phone, email, chat, and social media in a timely and professional manner.

· Resolve customer complaints, concerns, and product/service-related queries effectively.

· Escalate complex issues to the appropriate departments and ensure timely resolution.

· Maintain accurate records of customer interactions in the CRM system.

· Follow up with customers to ensure complete resolution and satisfaction.

· Provide product and service information to customers.

· Meet defined service level agreements (SLAs) and performance metrics.

· Collaborate with internal teams to improve customer experience and service quality.

· Stay updated on company products, services, and policies.

Required Skills·

Excellent verbal and written communication skills.

· Strong interpersonal and customer service skills.

· Good problem-solving and conflict-resolution abilities.

· Basic computer proficiency and familiarity with MS Office.

· Ability to multitask and work in a fast-paced environment.

· Patience, empathy, and a positive attitude.

· Willingness to work in rotational shifts, if required.

Qualifications·

Bachelor's degree in any discipline (preferred).

· Freshers or candidates with up to 3 years of experience in customer support, customer service, or call center operations.

· Experience with CRM software (e.g., Salesforce, Zoho CRM, Freshdesk) is an added advantage.

Preferred Qualifications· Experience in voice, non-voice, chat, or email support.

· Ability to handle difficult customer situations professionally.

· Knowledge of customer service best practices and quality standards.

Key Performance Indicators (KPIs)·

Customer Satisfaction (CSAT) Score

· First Response Time (FRT)

· First Contact Resolution (FCR)

· Average Handling Time (AHT)

· Ticket Resolution Time

· Quality Assurance (QA) Score

· Customer Retention and Feedback

Employment Type: Full-time