Customer Support Executive

Key Responsibilities:

1. Customer Interaction

• Answer inbound customer calls and respond to inquiries in a friendly and professional manner.
• Communicate fluently in Marathi , and also in Hindi and/or English , as required.
• Handle queries related to products, services, billing, complaints, or technical issues.
• Provide accurate, valid, and complete information by using the right methods and tools.

2. Issue Resolution

• Understand the nature of the customer s concern and resolve it within defined timelines.
• Escalate unresolved or complex issues to higher-level support or relevant departments.
• Follow up with customers to ensure satisfaction and resolution of reported problems.
• Maintain a calm and helpful tone even in challenging customer situations.

3. Data Entry and Reporting

• Maintain detailed and organized records of customer interactions using CRM or Excel sheets.
• Update customer databases and logs with call outcomes, feedback, and follow-up details.
• Use MS Excel to prepare and manage support-related data such as complaints, resolution timelines, call logs, and satisfaction metrics.

4. Product Knowledge

• Develop a deep understanding of the company s products, services, and policies.
• Stay updated on product changes, pricing, and promotions to provide correct information.
• Educate customers about product usage, service benefits, or related procedures.

5. Process Adherence and Quality

• Follow customer service processes, scripts, and escalation paths as per company guidelines.
• Maintain high service standards in call handling, query resolution, and documentation.
• Achieve customer satisfaction, first-call resolution, and response time targets.

6. Team Collaboration

• Collaborate with internal teams such as operations, logistics, or sales for issue resolution.
• Share customer feedback and suggestions with relevant teams for process improvement.
• Participate in team meetings, performance reviews, and training sessions.

Required Qualifications:

• Minimum education: 12th pass; a graduate degree in any discipline is preferred.
• Fluent in Marathi (spoken) ; working knowledge of Hindi and/or English is a plus.
• Hands-on experience in Microsoft Excel familiarity with spreadsheets, basic formulas, sorting/filtering, and data entry.

Preferred Skills and Competencies:

• Excelle