Job Title: Customer Support Executive

Job Summary

The Customer Support Executive will be responsible for handling customer inquiries, resolving issues efficiently, and ensuring a high-quality customer experience. This role involves communicating with customers via phone, email, and chat while maintaining accuracy, professionalism, and empathy.

Roles & Responsibilities

• Act as the first point of contact for customers through phone calls, emails, and live chat.
• Handle customer queries related to products, services, billing, or technical issues.
• Identify customer concerns, analyze problems, and provide appropriate solutions.
• Maintain accurate records of all customer interactions in the CRM or ticketing system.
• Follow up with customers to confirm issue resolution and satisfaction.
• Escalate complex issues to senior support staff or relevant departments when required.
• Ensure compliance with company policies, service standards, and data security guidelines.
• Meet or exceed performance targets such as response time, resolution time, and customer satisfaction.
• Participate in product training and process improvement initiatives.
• Handle customer complaints professionally and work toward timely resolution.

Required Skills & Competencies

• Excellent verbal and written communication skills.
• Strong listening, problem-solving, and analytical skills.
• Ability to handle multiple customer interactions simultaneously.
• Patience, empathy, and a customer-focused approach.
• Basic proficiency in computers and CRM tools.
• Ability to work independently and collaboratively in a team.
• Time management and organizational skills.

Preferred Skills

• Experience in customer support, call center, or BPO environments.
• Familiarity with ticketing systems such as Zendesk, Freshdesk, or Salesforce.
• Experience handling email and chat-based customer support.
• Knowledge of customer service metrics and KPIs.

Educational Qualifications

• Any graduate or equivalent qualification.
• Freshers are welcome; prior experience is an added advantage.