Job Title: Customer support representative

Location: - Saket, New Delhi, India

Experience: - 6 Month - 1 Year

Employment: - Full Time

Working Hours: 10:00 AM to 7:00 PM (5.5 Days Working)

Phone: (phone hidden)

Job OverviewWe are seeking a highly motivated and customer-focused Customer Support & Success Executive to join our team. The ideal candidate will be responsible for managing customer relationships, resolving concerns, coordinating projects, supporting upselling opportunities, and ensuring a positive customer experience throughout the service lifecycle.

The candidate should have excellent communication and relationship-management skills, the ability to handle irritated or escalated clients professionally, and the ability to coordinate multiple projects while ensuring timely delivery and customer satisfaction.

Key Responsibilities1. Customer Support & Relationship Management

- Act as the primary point of contact for customers regarding their queries, concerns, and service-related issues.
- Understand customer requirements and provide timely and appropriate resolutions.
- Handle irritated, dissatisfied, or escalated clients with patience and professionalism.
- De-escalate difficult situations and work toward mutually acceptable solutions.
- Maintain strong and long-term relationships with existing customers.
- Regularly follow up with customers to ensure satisfaction and address pending concerns.

2. Project & Client Management

- Manage and coordinate customer projects from onboarding through completion.
- Coordinate with internal teams such as Sales, Design, Legal, Development, Marketing, and Operations to ensure smooth project execution.
- Track project progress, timelines, deliverables, and pending requirements.
- Ensure customers receive timely updates regarding project status.
- Identify potential delays or issues and proactively communicate them to the concerned teams and customers.




- Maintain proper documentation and records of client communication, commitments, and project updates.

3. Upselling & Revenue Generation

- Identify relevant upselling and cross-selling opportunities based on customer requirements and ongoing projects.
- Understand the customer's business needs and recommend additional services where they provide genuine value.
- Coordinate with the Sales/CRM team for qualified upselling opportunities.
- Handle upselling discussions with existing or escalated clients when appropriate.
- Maintain a balance between customer satisfaction and business revenue objectives.

4. Complaint & Escalation Management

- Take ownership of customer complaints and ensure they are properly investigated and resolved.
- Act as a bridge between the customer and internal departments during escalations.
- Follow up internally until the issue reaches a clear resolution.
- Maintain professionalism and composure when dealing with challenging customers.
- Identify recurring issues and recommend improvements to prevent similar complaints in the future.

5. CRM Management

- Maintain accurate and updated customer information in the CRM.
- Record customer interactions, complaints, follow-ups, project updates, and resolutions.
- Ensure all customer commitments and pending actions are properly tracked.
- Monitor follow-ups and ensure no customer query or commitment is missed.
- Maintain proper documentation of escalated cases and their resolutions.

6. Customer Retention

- Develop strong relationships with existing customers to improve customer retention.




- Regularly engage with customers to understand their satisfaction and future requirements.
- Identify customers who may be at risk of discontinuing services and take proactive steps to address their concerns.
- Build trust and maintain a positive customer experience throughout the relationship.

7. Reporting & Coordination

- Prepare regular reports on customer complaints, escalations, project status, retention, and upselling opportunities.
- Coordinate with management and relevant departments regarding critical customer issues.
- Track pending customer requirements and ensure timely closure.
- Provide feedback to management on recurring customer concerns and service improvement opportunities.

Required Skills & Qualifications
- Bachelor's degree in Business Administration, Marketing, Management, or a related field.
- Strong customer handling and relationship-management skills.
- Excellent verbal and written communication skills.
- Solid conflict-resolution and escalation-management abilities.
- Experience in upselling/cross-selling to existing customers.
- Ability to understand customer requirements and identify additional service opportunities.
- Good project coordination and task-management skills.
- Familiarity with CRM systems and customer-support tools.
- Strong follow-up and organizational skills.
- Ability to coordinate effectively with multiple internal departments.
- Strong problem-solving and decision-making skills.
- Ability to work under pressure and handle multiple customers/projects simultaneously.
- Detail-oriented with a strong focus on customer satisfaction and timely resolution.

Key CompetenciesCustomer Handling | Client Relationship Management | Escalation Management | Upselling & Cross-Selling | Project Coordination | CRM Management | Conflict Resolution | Customer Retention | Communication | Follow-Up & Ownership

📌 Customer Support Representative (Saket)
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