Customer Support Executive

Job Summary

We are looking for a proactive, patient, and customer-focused Customer Support Executive to join our team. The ideal candidate should have excellent communication skills, a problem-solving mindset, and a desire to assist customers in a courteous and professional manner. You will be the first point of contact for customers seeking assistance with products, services, orders, or technical issues. This role plays a critical part in maintaining customer satisfaction, improving brand loyalty, and supporting the overall customer experience. The position requires individuals who are capable of handling queries through multiple channels, including phone, email, chat, or in-person. Training will be provided, and freshers with strong interpersonal skills are welcome to apply.

Key Responsibilities

1. Customer Interaction & Support

• Respond to incoming customer queries via phone, email, chat, or social media in a timely and professional manner.
• Provide accurate information about products, services, pricing, availability, order status, return policies, and technical issues.
• Identify and understand customer needs quickly and offer suitable solutions.
• Maintain a high level of professionalism and empathy when handling customer complaints or dissatisfaction.

2. Problem Solving & Issue Resolution

• Investigate and resolve customer issues related to product delivery, service usage, billing errors, refunds, and more.
• Coordinate with internal departments (e.g., logistics, technical team, billing) to resolve customer concerns effectively.
• Follow up on unresolved issues to ensure customer satisfaction and proper closure.

3. Documentation and Reporting

• Log all customer interactions accurately in the CRM system or helpdesk software.
• Maintain detailed records of complaints, queries, feedback, and resolutions.
• Prepare and submit daily, weekly, or monthly reports based on support volume, customer satisfaction scores, and response time metrics.

4. Product & Service Knowledge

• Develop a thorough understanding of company products and services.
• Stay updated on policy changes, offers, new features, and FAQs.
• Educate customers on the effective use of products and services.

5. Customer Relationship Building

• Promote a positive image of the company through polite and respectful communication.
• Encourage repeat business by building rapport and trust with customers.
• Assist in collecting customer feedback and suggestions to improve services and offerings.

6. Team Collaboration

• Work closely with other customer support executives, team leaders, and managers.
• Share insights and suggestions during team meetings to improve customer handling techniques.
• Support new team members by sharing knowledge and assisting in training activities when required.

Required Skills and Qualifications

• Minimum of 10 2 or any undergraduate degree in any discipline.
• Excellent verbal and written communication skills in English (and regional languages, if required).
• Strong listening and interpersonal skills.
• Basic computer knowledge and ability to work with software such as MS Office, CRMs, or helpdesk tools.