Customer Support Executive

Job Summary

We are looking for a dedicated and empathetic Customer Support Executive to join our customer service team. In this role, you will be the first point of contact for customers, handling inquiries, resolving issues, and providing accurate information about our products or services. You will represent the company professionally, ensuring every customer interaction results in a positive experience. This position requires excellent communication skills, problem-solving ability, patience, and a strong customer-centric mindset. Whether interacting via phone, email, live chat, or social media, you must maintain a polite and professional attitude at all times.

Key Responsibilities

Customer Interaction

• Respond promptly to customer queries via phone, email, live chat, or messaging platforms.
• Understand customer needs and provide accurate information regarding products, services, or policies.
• Handle and resolve customer complaints with patience and professionalism.
• Identify issues, escalate unresolved problems to the appropriate department, and follow up until resolution.

Problem Solving and Resolution

• Diagnose and troubleshoot common product or service issues based on customer descriptions.
• Offer step-by-step guidance or quick solutions depending on the nature of the problem.
• Coordinate with internal teams such as technical support, logistics, or sales to address complex inquiries.
• Ensure customer concerns are addressed in a timely and satisfactory manner.

Order and Account Management

• Assist customers in placing new orders or modifying existing orders.
• Provide updates on order status, shipping details, or return policies.
• Support account-related requests such as password resets, address changes, or billing inquiries.

Documentation and Reporting

• Maintain accurate records of customer interactions, including inquiries, comments, complaints, and resolutions.
• Update CRM systems or ticketing tools (e.g., Freshdesk, Zendesk, Salesforce) with relevant information.
• Prepare and share periodic reports on common customer issues and feedback with the management team.

Customer Experience and Relationship Management

• Build long-term relationships with customers by providing consistent, high-quality support.
• Act as a brand ambassador by reflecting the company s values in every interaction.
• Solicit feedback from customers and share insights to improve products or services.
• Identify potential opportunities for upselling or cross-selling where applicable.

Job Profile : Customer Support Executive
Industry : Diploma, bsc-bca-bbm, tech-support