Job Summary

Responsible for supporting existing customers, handling support coordination, maintaining regular follow-up, collecting feedback, and helping improve customer satisfaction, retention, and engagement.

Main Responsibilities

- Handle customer support tickets and follow up until closure.

- Understand customer issues clearly and escalate them to the appropriate team when required.

- Coordinate with technical and development teams for issue resolution.

- Communicate status updates and resolutions professionally to customers.

- Follow up on pending and unresolved customer issues.

- Contact customers after issue resolution to confirm satisfaction.

- Collect customer feedback, suggestions, and recurring concerns.

- Request reviews and referrals from satisfied customers when appropriate.

- Guide customers on support-ticket procedures and available Horizon ERP features.

- Maintain customer interaction and support records accurately.

- Identify repeated complaints, dissatisfaction, or churn risk and report them internally.

- Support existing-customer engagement, retention, reactivation, and product-awareness activities.





Skills Required

- Good communication and customer-handling skills.

- Basic computer and software knowledge.

- Ability to understand and learn ERP workflows.

- Valuable follow-up and coordination skills.

- Patience, responsibility, and problem-solving ability.

- Ability to work with Support, Sales, and Technical teams.

Preferred Candidate

- Graduate with good communication and customer-handling skills.

- 0- 1 years of experience in customer support, customer service, ERP/software support, or a related role.

- Good spoken Malayalam and English; proficiency in Tamil and/or Hindi will be an added advantage.

- Comfortable using computers, software applications, and basic Excel.

- Quick learner with the ability to understand ERP workflows.

- Good follow-up, coordination, and problem-solving skills.

- Patient, responsible, and able to handle customers professionally.

- Candidates with basic accounting or ERP knowledge will have an advantage.

📌 Customer Excellence Executive (Kochi)
🏢 Horizon Technology Solutions
📍 Kochi