Minimum 2 years in Customer Support, Customer Success, Account Management, or Client Relationship Management.
About the Role
Zyntics is looking for a Customer Support Executive who will be the primary point of contact for our clients after project onboarding. The ideal candidate will ensure timely communication, coordinate with internal teams, resolve client queries, and deliver an exceptional customer experience throughout the project lifecycle.
Key Responsibilities
- Act as the primary point of contact for assigned clients.
- Respond to client emails, WhatsApp messages, and calls promptly and professionally.
- Coordinate with the design, development, QA, and project management teams to ensure smooth project execution.
- Track project progress and provide regular updates to clients.
- Schedule and coordinate client meetings and follow-up discussions.
- Ensure all client requests are properly documented and assigned to the respective teams.
- Follow up internally to ensure tasks are completed within agreed timelines.
- Handle client concerns and escalate critical issues when required.
- Maintain accurate records of all customer interactions in the CRM or project management system.
- Collect client feedback after project completion and work towards improving customer satisfaction.
- Support website maintenance and AMC clients by ensuring support tickets are handled within the defined SLA.
- Identify opportunities for upselling additional services such as SEO, performance marketing, website maintenance, hosting, and new feature development, and coordinate with the sales team.
Required Skills
- Minimum 2 years of experience in customer support, account management, or customer success.
- Excellent verbal and written English communication skills.
- Strong interpersonal and relationship management skills.
- Ability to manage multiple clients simultaneously.
- Good organizational and follow-up skills.
- Solid problem-solving and coordination abilities.