Role & responsibilities

About the Role We are looking for a Customer Support Executive who is customer-focused, empathetic, and passionate about delivering a positive customer experience. The candidate will be responsible for handling customer queries, resolving product-related concerns, and providing timely and accurate assistance through various communication channels.

Key Responsibilities Customer Assistance

- Handle customer queries through phone, email, chat, and other support channels.
- Understand customer concerns and provide accurate information about products, features, and services.
- Ensure a smooth and positive customer experience through effective communication.
- Maintain professionalism while handling customer interactions.

Issue Resolution

- Identify, troubleshoot, and resolve customer issues within the defined TAT.
- Handle customer complaints patiently and provide appropriate solutions.
- Coordinate with technical or relevant internal teams for complex issues.
- Follow up with customers to ensure complete resolution of their concerns.

Product Knowledge

- Develop a strong understanding of the company's products and services.
- Stay updated with new product features, updates, processes, and policies.
- Guide customers effectively based on their requirements and product usage. Documentation & CRM
- Accurately record customer interactions, queries, complaints,



and resolutions in the CRM/support system.
- Maintain records of frequently asked questions and recurring customer issues.
- Share recurring issues and customer feedback with the relevant teams. Customer Feedback
- Collect customer feedback and identify common pain points.
- Communicate customer suggestions and concerns to the internal teams.
- Contribute ideas to improve customer experience and support processes. Key Skills & Competencies
- Excellent verbal and written communication skills.
- Strong customer-handling and interpersonal skills.
- Patience, empathy, and a customer-first approach.
- Good problem-solving and decision-making abilities.
- Ability to handle challenging customer situations professionally.
- Ability to multitask and prioritize tasks effectively.
- Quick learner with the ability to understand new products and processes.
- Basic computer and CRM knowledge.
- Team player with a proactive and positive attitude.
- Knowledge of Tally is an added advantage.

Requirements

- 03 years of experience in Customer Support, Customer Care, BPO, or a similar role.
- Freshers with good communication skills can also apply.
- Graduate in any discipline.
- Solid Hindi & English communication skills.
- Willingness to work from office in Surat.
- Candidates should have a customer-oriented approach and willingness to learn.

📌 Fresher:: Customer Support Executive (Surat)
🏢 Naukri e-Hire
📍 Surat