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 qualified 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.
Robust customer handling and conflict-resolution abilities.
Experience in managing customer interactions across calls, emails, chats, and WhatsApp.
Ability to handle escalations professionally and effectively.
Strong problem-solving and decision-making skills.
Good knowledge of CRM and customer support tools.
Ability to multitask and work in a fast-paced workplace.
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