The Customer Support Executive is responsible for managing customer interactions across multiple channels, resolving queries and complaints efficiently, and ensuring a seamless customer experience aligned with company service standards.
Key Responsibilities1. Customer Handling & Communication
- Provide accurate information related to products, pricing, orders, delivery, and policies :
- Maintain a professional, polite, and customer-centric approach at all times
2. Query Resolution & Complaint Management
- Resolve customer complaints related to order issues, delivery delays, returns, exchanges, and refunds :
- Ensure timely and effective resolution within defined TAT
- Escalate complex cases to the concerned department or reporting manager
3. Order Management & Tracking
- Assist customers with order placement, modification, and cancellation :
- Track orders and proactively update customers regarding delivery status
- Coordinate with warehouse and logistics teams for order-related issues
4. CRM & Documentation
- Record all customer interactions in the CRM system accurately
- Maintain proper documentation of issues, resolutions, and follow-ups
- Ensure adherence to internal processes and service guidelines
5. Customer Experience & Satisfaction
- Ensure high levels of customer satisfaction (CSAT) :
- Handle escalations with ownership and professionalism
- Build positive customer relationships and enhance brand experience
6. Coordination & Follow-ups
- Work closely with internal teams such as Warehouse, Dispatch, and Sales :
- Take ownership of assigned cases until closure
- Ensure timely follow-ups and resolution of pending cases