: Customer Support Executive

Company: International gemological institue

Position: Customer Support Executive

Department: Customer Service / Operations

Location: Mumbai

Employment Type: Full-time

Experience: 2 years

Job Summary We are looking for a customer-focused and enthusiastic Customer Support Executive to handle customer queries, provide timely assistance, resolve complaints, and ensure a positive customer experience. The ideal candidate should have strong communication skills, a professional attitude, and the ability to manage multiple customer interactions efficiently.

Key Responsibilities

- Handle customer queries through phone, email, chat, and other communication channels.
- Provide accurate information regarding IGI services, processes, documentation, and status updates.
- Resolve customer complaints and concerns professionally and within defined timelines.
- Coordinate with internal departments to resolve customer issues.
- Maintain accurate records of customer interactions, requests, and complaints.
- Follow up with customers to ensure satisfactory resolution.
- Escalate complex or unresolved issues to the appropriate team or supervisor.
- Ensure adherence to company policies, service standards, and customer-service procedures.




- Maintain confidentiality of customer and company information.
- Prepare basic reports and maintain daily/weekly customer-service records.

Required Skills

- Excellent verbal and written communication skills.
- Good interpersonal and customer-handling skills.
- Strong listening and problem-solving abilities.
- Basic knowledge of MS Office, email, and CRM systems.
- Ability to work under pressure and manage multiple tasks.
- Professional, polite, and positive approach toward customers.
- Good attention to detail.

Qualification
- Graduate in any discipline.
- Prior experience in customer service, front office, BPO, or a similar role is preferred.
- Freshers with strong communication skills may also be considered.

Key Performance Indicators (KPIs)
- Customer satisfaction and service quality.
- Response and resolution time.
- First-contact resolution rate.
- Accuracy of customer information and records.
- Complaint-resolution efficiency.
- Adherence to service and company standards.

What We Offer
- Competitive salary.
- Skilled and supportive work environment.
- Learning and career-growth opportunities.
- Training and development opportunities.

This job is provided by Shine.com

📌 Customer Support Executive (Mumbai)
🏢 ACURA SOLUTIONS
📍 Mumbai