key Roles & Responsibilities of a Customer Support Executive

1. Customer Interaction & Issue Resolution

- Handle inbound/outbound calls, emails, chats, or tickets
- Understand customer concerns and provide accurate, timely resolutions
- Ensure a positive customer experience in every interaction

2. Product/Service Knowledge

- Maintain strong understanding of company products/services
- Guide customers on usage, troubleshooting, and best practices
- Stay updated with new features, policies, and updates

3. Ticket Management & Documentation

- Log all customer interactions in CRM/ticketing tools
- Track, prioritize, and follow up on open issues
- Maintain accurate records for future reference and reporting

4. Escalation Handling

- Identify complex or unresolved issues
- Escalate to relevant teams (technical, billing, operations, etc.)
- Ensure timely closure and communication with the customer

5. Customer Satisfaction & Retention

- Build strong relationships with customers
- Handle complaints professionally and empathetically




- Work towards improving CSAT (Customer Satisfaction Score)

6. Communication & Coordination

- Collaborate with internal teams (sales, tech, operations)
- Provide feedback on recurring issues or customer pain points
- Ensure smooth communication between departments

7. Process Adherence & Quality

- Follow company SOPs, SLAs, and compliance guidelines
- Maintain quality standards in communication and resolution
- Participate in audits, feedback sessions, and training

8. Upselling / Cross-Selling (if applicable)

- Identify opportunities to recommend additional products/services
- Promote offers or upgrades when relevant

Key Skills Required

- Solid communication (verbal & written)
- Problem-solving & analytical thinking
- Patience and empathy
- Time management & multitasking
- Basic technical/CRM knowledge

Share your updated resume at:

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📌 Customer Support Executive (Bengaluru)
🏢 Pi Square Technologies
📍 Bengaluru