Customer Support Executive

Introduction

We are looking for an enthusiastic and customer-focused Customer Support Executive to join our team. The ideal candidate will be responsible for handling customer queries, providing accurate information, resolving complaints, and ensuring customer satisfaction. This role requires excellent communication skills , a problem-solving attitude , and the ability to manage customer relationships effectively.

Key Responsibilities

1. Customer Interaction & Query Resolution

• Handle inbound and outbound calls, emails, and chats to assist customers.
• Understand customer needs and provide appropriate solutions and product information .
• Address and resolve customer complaints efficiently and professionally.
• Ensure prompt and accurate responses to customer inquiries within SLA timelines .

2. Customer Relationship Management

• Build and maintain positive relationships with customers to ensure satisfaction and retention.
• Identify opportunities to upsell or cross-sell products and services where relevant.
• Maintain customer records accurately in CRM systems.
• Follow up with customers to confirm issue resolution and overall satisfaction.

3. Escalation Handling

• Recognize complex issues and escalate them to senior team members or managers when required.
• Coordinate with internal departments like sales, technical, and operations to resolve customer problems.
• Ensure timely communication with customers regarding issue status and resolutions.

4. Reporting & Documentation

• Maintain detailed and accurate call logs, reports, and customer information .
• Provide feedback to the management team regarding recurring issues and customer insights.
• Prepare weekly and monthly reports on customer queries, complaints, and resolutions.

Required Skills & Competencies

Technical Skills

• Proficiency in MS Office tools (Word, Excel, PowerPoint).
• Familiarity with CRM software and helpdesk tools like Zendesk, Freshdesk, or Salesforce ( preferred ) .
• Basic knowledge of customer support KPIs and performance tracking.

Core Competencies

• Excellent communication and interpersonal skills .
• Strong problem-solving and conflict-resolution abilities.
• Ability to work under pressure and meet deadlines.
• Good multitasking and time management skills.
• A positive, empathetic, and customer-first attitude .

Job Profile : Customer Support Executive
Industry : Walkin, tech-support