Role & responsibilities

- Handle customer queries via phone, email, or chat.
- Provide prompt and accurate support to ensure customer satisfaction.
- Resolve issues related to product, service, billing, or technical problems.
- Escalate unresolved or complex queries to the relevant department.
- Manage escalations in a skilled and timely manner.
- Maintain records of customer interactions and update CRM systems.
- Follow escalation matrix and ensure closure within defined SLAs.
- Coordinate with internal teams for resolution of customer complaints.
- Identify and report recurring issues to improve service quality.
- Ensure compliance with process guidelines and quality standards.
- Meet daily/weekly performance metrics (e.g., CSAT, TAT, AHT).
- Handle difficult customers with patience and empathy.
- Participate in team meetings, training, and process updates.
- Suggest improvements to enhance customer experience.

📌 Customer Support Executive (Delhi)
🏢 VBeyond
📍 Delhi