We are looking for a proactive and empathetic Customer Experience and Support Executive to be the primary point of contact for our customers. In this role, you will resolve queries, troubleshoot issues, and ensure every customer interaction reflects our commitment to quality service. You'll work closely with cross-functional teams to identify recurring issues, improve processes, and enhance the overall customer journey.

Key Responsibilities

- Respond promptly and professionally to customer queries via email, chat, phone, and/or social media channels
- Diagnose and resolve product/service issues, escalating complex cases to the appropriate teams when needed
- Maintain accurate records of customer interactions, issues, and resolutions in the CRM/ticketing system
- Follow up with customers to ensure timely resolution and satisfaction
- Identify patterns in customer feedback and share actionable insights with product, sales, or operations teams
- Meet or exceed defined KPIs such as response time, resolution time, CSAT, and NPS scores




- Assist in creating and updating FAQs, help articles, and self-service resources
- Onboard new customers and guide them through product features as needed
- Collaborate with internal teams to improve processes and reduce recurring complaints
- Stay updated on product/service changes to provide accurate information to customers

Required Skills & Qualifications
- Bachelor's degree in any discipline
- 1–3 years of experience in customer service, support, or a related role
- Excellent verbal and written communication skills
- Strong problem-solving ability and attention to detail
- Patience and empathy when handling difficult or frustrated customers
- Familiarity with CRM/helpdesk tools (e.g., Zendesk, Freshdesk, Salesforce, Intercom)
- Ability to multitask and manage time effectively in a quick-paced environment
- Basic computer proficiency (MS Office/Google Workspace)

📌 Customer Experience and Support Executive (Noida)
🏢 Makerspace Masters
📍 Noida