Job highlights
- Basic technical and CRM knowledge with strong communication and problem-solving skills
- Handle inbound/outbound customer interactions, resolve issues, manage tickets, escalate complex cases, and collaborate with internal teams
key Roles & Responsibilities of a Customer Support Executive
1. Customer Interaction & Issue Resolution
Handle inbound/outbound calls, emails, chats, or tickets Understand customer concerns and provide accurate, timely resolutions
Ensure a positive customer experience in every interaction
1. Product/Service Knowledge
Maintain strong understanding of company products/services Guide customers on usage, troubleshooting, and best practices
Stay updated with current features, policies, and updates
1. Ticket Management & Documentation
Log all customer interactions in CRM/ticketingtools Track, prioritize, and follow up on open issues
Maintain accurate records for future reference and reporting
1. Escalation Handling
Identify complex or unresolved issues Escalate to relevant teams (technical, billing, operations, etc.)
Ensure timely closure and communication with the customer
1.
Customer Satisfaction & Retention
Build strong relationships with customers Handle complaints professionally and empathetically
Work towards improving CSAT (Customer Satisfaction Score)
1. Communication & Coordination
Collaborate with internal teams (sales, tech, operations) Provide feedback on recurring issues or customer pain points
Ensure smooth communication between departments
1. Process Adherence & Quality
Follow company SOPs, SLAs, and compliance guidelines Maintain quality standards in communication and resolution
Participate in audits, feedback sessions, and training
1. Upselling / Cross-Selling (if applicable)
Identify opportunities to recommend additional products/services Promote offers or upgrades when relevant
Key Skills Required
Strong communication (verbal & written)
Problem-solving & analytical thinking
Patience and empathy
Time management & multitasking
Basic technical/CRM knowledge
Share your updated resume at:
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📌 Customer Support Executive (Pune)
🏢 Pi Square Technologies
📍 Pune