Role & responsibilities

.Job Title: Customer Support Executive Voice / Email / Ticket Support
Experience Required: 0-2yrs

Languages English, Hindi

About the Role

We are seeking an experienced Customer Support Executive with strong skills in voice and email support, ticket resolution, and operational activities. The role involves managing customer queries, resolving issues, handling escalations, and maintaining proper documentation using MS Office tools.Key Responsibilities Customer Support (Voice & Email)

- Handle inbound and outbound voice calls professionally.
- Respond to customer queries via email with accuracy and clarity.
- Provide product/service guidance and resolve queries within SLA.

Ticketing Support

- Create, update, and close support tickets using a ticketing tool (e.g., Zendesk, Freshdesk, ServiceNow, etc.).
- Categorize and prioritize tickets based on severity and impact.
- Ensure timely follow-ups and closure of pending tickets.
- Coordinate with internal teams to resolve technical or operational issues.

Operational Activities

- Prepare daily/weekly operational reports using Excel.
- Document processes and updates in Word.
- Prepare presentations for team meetings using PowerPoint.




- Maintain customer interaction logs and CRM data accuracy.
- Support team leads in operational workflows whenever needed.

Customer Escalation Handling

- Manage customer escalations with professionalism and empathy.
- Investigate escalation cases and provide resolution or alternative solutions.
- Coordinate escalated issues with senior teams to ensure quick closure.
- Communicate resolution updates clearly to customers.

Required Skills

- Excellent verbal and written communication skills.
- Strong experience in voice support, email handling, and ticketing tools.
- Good command of MS Excel (basic formulas, reports), Word, and PowerPoint.
- Ability to handle customer escalations confidently.
- Strong problemsolving, multitasking, and time management skills.
- Ability to work in rotational shifts (if required).

Qualifications

- Any graduate or equivalent qualification.
- 0-1 years of experience in customer support (voice + email + ticketing).

Preferred Qualities

- Positive attitude, patience, and a customerfirst mindset.
- Robust documentation and reporting skills.
- Ability to work independently and within a team.

Preferred candidate profile

📌 Customer Support Executive (Chennai)
🏢 Durus consulting
📍 Chennai