Customer Support Executive

Job Title : Customer Support Executive Experience : 0 - 3 years Job Summary : We are looking for a dynamic and customer focused customer support executive to manage client interactions and ensure a smooth post sales experience. the ideal candidate will handle queries, provide property information and support customers throughout the process.

Key Responsibilities

1. Customer Inquiries and Issue Resolution

• Respond to customer inquiries through various channels, including phone calls, emails, live chat, and social media.
• Handle customer complaints, concerns, and requests with empathy, professionalism, and efficiency.
• Provide solutions to product or service-related issues, troubleshooting technical problems, and offering advice or information as needed.
• Resolve billing issues, product defects, delivery concerns, or any other customer challenges in a timely manner.

2. Product/Service Knowledge

• Develop and maintain an in-depth understanding of the company s products, services, policies, and procedures.
• Provide accurate and relevant information to customers, helping them understand the features, benefits, and usage of the product or service.
• Communicate updates or changes to products or services to customers and answer questions about new offerings.

3. Customer Retention and Relationship Building

• Build rapport with customers by providing excellent service, ensuring they feel heard and valued.
• Ensure customer satisfaction by addressing concerns promptly and following up on open issues.
• Educate customers on product features, troubleshooting, and how to get the most out of their purchases.
• Promote loyalty and retention by helping customers with their long-term needs and maintaining positive relationships.

4. Managing Customer Feedback

• Act as a liaison between the customer and the company, reporting customer feedback, trends, and recurring issues to management or relevant departments.
• Ensure feedback is properly documented, analyzed, and addressed to improve products, services, or support procedures.
• Actively listen to customers ' concerns and relay suggestions to improve customer service offerings.

5. Maintaining Customer Records

• Document all interactions with customers, including inquiries, complaints, resolutions, and feedback.
• Use customer support software and CRM tools to track customer issues and ensure follow-up actions are completed.
• Maintain an organized database of customer interactions for future reference or auditing purposes.

6. Handling Escalations

• Identify and resolve customer issues at the first point of contact, but escalate more complex or urgent issues to senior team members or managers.
• Ensure that escalated issues are handled efficiently, with all involved parties aware of progress and resolutions.
• Maintain a calm and professional demeanor when handling difficult situations or upset customers.

7. Adherence to Company Policies

• Ensure that all customer interactions are in line with company polic