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 strong 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 feedback after issue resolution.
- Identify common complaints and customer pain points.
- Share feedback with the relevant team to improve service quality.

9. Performance & Service Quality

- Meet assigned customer-support KPIs and response-time targets.
- Maintain accuracy and professionalism in customer interactions.
- Work toward improving customer satisfaction and reducing unresolved queries.

?️ Skills Required

- Excellent verbal and written communication
- Valuable listening skills
- Problem-solving ability
- Patience and empathy
- Basic computer/MS Office knowledge
- Good follow-up and coordination skills
- Ability to handle multiple customer requests
- Ability to work under pressure
- Positive and customer-focused attitude

Role:

Customer Support Executive

Salary:

₹12,000/month + Additional Incentives + Commissions

Working Days:

Monday to Saturday

Working Hours:

9:30 AM to 6:30 PM

Work Mode:

Remote and Hybrid

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