We are looking for a customer-focused and enthusiastic Customer Support Executive to join our team. The candidate will be responsible for assisting customers, resolving their queries and complaints, providing accurate information, and ensuring a positive customer experience.
Key Responsibilities:
- Handle customer queries through phone calls, emails, chat, and other communication channels.
- Understand customer concerns and provide appropriate solutions in a timely manner.
- Resolve complaints and issues while maintaining a professional and positive attitude.
- Provide accurate information about products, services, orders, and company policies.
- Follow up with customers to ensure their issues are resolved satisfactorily.
- Maintain proper records of customer interactions, complaints, and resolutions.
- Coordinate with internal teams to resolve customer-related issues.
- Escalate complex or unresolved issues to the appropriate department or supervisor.
- Meet defined customer service and performance targets.
- Collect and share customer feedback to help improve products and services.
- Maintain a high level of professionalism and customer satisfaction at all times.
Requirements:
- Bachelor's degree or equivalent qualification preferred.
- 0–2 years of experience in customer support, customer service, BPO, or a related role.
- Excellent verbal and written communication skills.
- Good problem-solving and interpersonal skills.
- Basic knowledge of MS Office and CRM/customer support tools.
- Ability to handle multiple queries and work in a quick-paced environment.
- Strong listening skills and a customer-first approach.
- Ability to work independently as well as part of a team.
- Preferred SkillsHindi and English communication skills; knowledge of additional regional languages is an advantage.
- Good typing and computer skills.
- Patience, empathy, and a positive attitude.
- Ability to handle difficult customers professionally.
- Strong attention to detail.
Key Performance Indicators (KPIs):
- Customer satisfaction (CSAT)
- First response and resolution time
- Ticket/complaint resolution rate
- Call/chat handling quality
- Customer retention and feedback
- Adherence to company processes and service standards
What We Offer:
- Competitive salary and incentives
- Training and career development opportunities
- Supportive and professional work environment
- Opportunities for growth within the organization