Client: TheCconnects

The Customer Support Executive will be responsible for assisting customers, understanding their concerns, providing timely solutions, and maintaining a positive customer experience. The role requires solid communication, problem-solving, follow-up, and coordination skills.

Key Roles & Responsibilities

1. Customer Communication
- Respond to customer queries through
phone, email, chat, and other communication channels
.
- Understand customer requirements and concerns clearly.
- Provide accurate and professional information.
- Maintain a polite, helpful, and customer-friendly approach.

2. Issue Resolution
- Identify and understand customer issues.
- Provide appropriate solutions within the defined timelines.
- Escalate complex or technical issues to the concerned team.
- Follow up until the issue is completely resolved.

3. Customer Follow-up
- Regularly follow up with customers regarding pending issues or requests.
- Ensure customers receive timely updates.
- Maintain proper records of conversations and follow-ups.

4. Ticket & Query Management
- Create,



update, and close customer support tickets.
- Prioritize queries based on urgency and business impact.
- Ensure no customer request remains unattended.

5. Coordination with Internal Teams
- Coordinate with
Sales, Technical, Operations, and other teams
to resolve customer concerns.
- Share accurate customer requirements with the relevant team.
- Follow up internally to ensure timely resolution.

6. Customer Relationship Management
- Build positive relationships with customers.
- Understand recurring customer concerns and identify improvement opportunities.
- Maintain professional communication even when dealing with difficult customers.

7. Documentation & Reporting
- Maintain daily records of:
- Customer calls
- Queries received
- Issues resolved
- Pending issues
- Follow-ups
- Escalations
- Prepare regular support reports for the team lead/manager.

8. Feedback Collection
- Collect customer

📌 Customer Support Executive (Hyderabad)
🏢 HRA Groups | IT consulting services
📍 Hyderabad