Job Description

Job Title: Customer support representative

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Location: - Saket, New Delhi, India

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Experience: - 6 Month - 1 Year

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Employment: - Full Time

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

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Phone: (phone hidden)

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Job Overview

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We 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.

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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.

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Key Responsibilities

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1. Customer Support & Relationship Management

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

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

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

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

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

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- Develop strong relationships with existing customers to improve customer retention.
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- Regularly engage with customers to understand their satisfaction and future requirements.
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- Identify customers who may be at risk of discontinuing services and take proactive steps to address their concerns.
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- Build trust and maintain a positive customer experience throughout the relationship.
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7. Reporting & Coordination

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

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

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

📌 Customer Support Representative (New Delhi)
🏢 Unboxfame Official
📍 New Delhi