Customer Support Executive

Key Responsibilities:

1. Customer Interaction and Issue Resolution:
   • Respond promptly and professionally to customer inquiries through phone, email, chat, or social media platforms.
   • Handle customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution.
   • Diagnose and troubleshoot technical issues with clarity and patience, escalating to the relevant department when necessary.
   • Maintain a positive, empathetic, and professional attitude toward customers at all times.
2. Information Management and Documentation:
   • Accurately document all customer interactions and transactions in the CRM or support system.
   • Maintain records of customer interactions, comments, complaints, and actions taken.
   • Monitor and track open tickets to ensure timely resolution and closure.
   • Provide feedback to the product and service teams based on customer experiences to help improve offerings.
3. Product and Service Knowledge:
   • Develop a deep understanding of the company s products, services, policies, and procedures.
   • Stay updated on product updates, new features, and company changes.
   • Educate and guide customers on the effective use of the product or service.
4. Team Collaboration:
   • Work closely with internal departments such as technical support, billing, sales, and logistics to resolve customer issues.
   • Participate in team meetings and training sessions to enhance knowledge and performance.
   • Collaborate with colleagues to identify and implement process improvements for better customer service delivery.
5. Performance and Reporting:
   • Meet or exceed individual and team performance targets related to customer satisfaction, response time, resolution rate, and call quality.
   • Provide periodic reports and summaries of customer issues, feedback, and trends to management.

Required Skills and Qualifications:

• High school diploma or equivalent; a bachelor s degree in business, communications, or a related field is preferred.
• Proven experience in a customer support or service role is an advantage.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving skills.
• Ability to remain calm and professional in stressful situations.
• Proficiency in using customer service software, CRM systems, and Microsoft Office applications.
• Ability to multitask, prioritize, and manage time effectively.
• Willingness to work flexible shifts, including evenings, weekends, or holidays if required.

Preferred Attributes:

• Multilingual abilities are a plus.
• Experience with.