Customer Support Executive

Key Responsibilities:

1. Handling Customer Inquiries:

• Respond promptly to customer inquiries through phone calls, emails, live chats, or in-person visits.
• Listen actively to understand the customer s concern or question before responding.
• Provide accurate, valid, and complete information using the right tools and resources.

2. Issue Resolution:

• Identify and resolve customer issues efficiently while maintaining a professional tone.
• Provide solutions to problems related to product delivery, usage, payments, returns, warranties, and service requests.
• Escalate unresolved issues to the appropriate department or supervisor and follow up until resolution.
• Maintain a high level of customer satisfaction and retention by ensuring timely resolution and follow-ups.

3. Record Keeping and Reporting:

• Maintain detailed records of all customer interactions, comments, complaints, and resolutions in the system or CRM.
• Prepare daily, weekly, or monthly reports as required by management.
• Track recurring issues and share insights with the product or operations teams to improve services.

4. Product/Service Guidance:

• Guide customers on how to use the product or service effectively.
• Provide training, support material, or user manuals to help customers get the most value from their purchase.
• Offer alternatives or additional services that may suit the customer 's needs, contributing to cross-selling or up-selling when applicable.

5. Feedback Collection:

• Collect and record customer feedback for service improvement.
• Conduct follow-up calls or emails to check customer satisfaction post-resolution.
• Share common feedback trends with relevant departments to enhance overall service quality.

6. Team Coordination:

• Collaborate with other departments like Sales, Technical Support, Logistics, and Accounts to resolve customer issues.
• Participate in team meetings and training sessions to stay updated on company policies, product changes, or service protocols.
• Share knowledge and assist teammates to maintain a high level of team performance.