Customer Support Executive

Key Responsibilities

1. Customer Interaction

• Respond to customer inquiries via phone, email, live chat, or social media depending on company platforms.
• Greet customers warmly, identify their needs, and provide accurate and timely information.
• Assist customers with order tracking, account management, billing issues, product usage, or service troubleshooting.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.

2. Issue Resolution

• Handle customer complaints or service-related issues with patience and problem-solving skills.
• Escalate complex or unresolved issues to the appropriate department or supervisor.
• Follow up with customers to ensure issues are resolved to their satisfaction.
• Record and track issues using CRM or helpdesk software.

3. Documentation and Reporting

• Maintain detailed records of customer interactions, transactions, feedback, and complaints.
• Update internal databases with information about customer queries and resolutions.
• Provide feedback to the management team on recurring issues, customer pain points, and potential improvements.
• Assist in preparing daily, weekly, and monthly customer support reports.

4. Product and Service Knowledge

• Stay up to date with the company s products, services, policies, and procedures.
• Provide guidance and education to customers about product features and usage.
• Offer proactive support such as tips, FAQs, or tutorial links if applicable.
• Participate in training programs and team briefings to stay current with new launches or updates.

5. Customer Experience Enhancement

• Identify opportunities to improve the customer experience and suggest process improvements.
• Promote customer retention by going the extra mile to ensure satisfaction.
• Collect and forward customer feedback and suggestions to relevant departments.
• Help drive CSAT (Customer Satisfaction Score), NPS (Net Promoter Score), and other key performance metrics.