Customer Support Executive

Job Summary:

We are seeking a proactive and empathetic Customer Support Executive to join our support team. This role involves assisting customers via phone, email, chat, or ticketing systems to resolve inquiries, product/service issues, or complaints efficiently. The ideal candidate will have a strong commitment to customer satisfaction, a problem-solving attitude, and the ability to multitask in a fast-paced environment. As a key representative of the company s voice, you will be responsible for delivering exceptional service and ensuring customer concerns are addressed quickly and professionally. This is an ideal opportunity for someone passionate about communication, service excellence, and operational efficiency.

Key Responsibilities:

1. Customer Interaction & Support:

• Handle inbound and outbound calls, emails, live chats, or messages from customers.
• Respond to queries related to products, services, orders, account issues, refunds, complaints, or technical matters.
• Provide accurate, valid, and complete information by using the right methods/tools.

2. Issue Resolution:

• Listen carefully and empathize with customer concerns to provide a quick and effective resolution.
• Troubleshoot customer problems and guide them through the process of resolving issues.
• Escalate unresolved or complex cases to relevant departments or supervisors with detailed documentation.

3. Order & Account Management (if applicable):

• Assist customers with placing orders, tracking deliveries, managing returns, cancellations, and payment issues.
• Update customer information in the system and verify data as needed.

4. Documentation & CRM Maintenance:

• Maintain detailed records of customer interactions, transactions, feedback, and complaints.
• Use CRM tools to log tickets and update the status of customer cases.
• Ensure all interactions are documented as per company protocols and standards.

5. Feedback Collection & Customer Education:

• Collect feedback from customers and share with the product or quality teams.
• Educate customers on product usage, features, offers, and self-service options.

6. Team Coordination & Reporting:

• Collaborate with internal departments such as sales, logistics, technical support, or billing to ensure seamless customer service.
• Prepare daily or weekly reports on issue types, resolutions, and performance metrics.
• Participate in regular team meetings and training sessions.

Job Profile : Customer Support Executive
Industry : tech-support