Role & responsibilities :
- We are seeking a highly motivated and customer-focused Senior Customer Support Executive.
- Handle customer inquiries, complaints, and requests through phone calls, emails, live chat, and WhatsApp.
- Provide accurate, timely, and professional resolutions to customer concerns.
- Ensure adherence to defined Service Level Agreements (SLAs) and quality standards.
- Maintain detailed and accurate records of customer interactions in systems.
- Required to Handling objections and escalations effectively.
- Positive attitude with Strong ownership and accountability.
- Ability to work collaboratively across departments.
- Willingness to support the team beyond routine responsibilities.
Preferred candidate profile :
- Excellent verbal and written communication skills.
- Strong customer handling and conflict-resolution abilities.
- Experience in managing customer interactions across calls, emails, chats, and WhatsApp.
- Ability to handle escalations professionally and effectively.
- Robust problem-solving and decision-making skills.
- Good knowledge of CRM and customer support tools.
- Ability to multitask and work in a fast-paced environment.
- Leadership and mentoring capabilities.
- Prepare and share customer service reports as required.
- Coordinate with operations, logistics, sales, technical, and other internal teams for issue
resolution.
- Escalate critical concerns to management in a timely manner.
KRA and KPI:
- Customer Satisfaction (CSAT)
- First Contact Resolution (FCR)
- Average Response Time
- SLA Adherence
- Escalation Resolution Rate
- Quality Audit Scores
- Customer Retention and Service Recovery Metrics