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 qualified, polite, and customer-centric approach at all times
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
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
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
Customer Experience & Satisfaction
Ensure high levels of customer satisfaction (CSAT) :
Handle escalations with ownership and professionalism
Build positive customer relationships and enhance brand experience
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