The Customer Support Executive will be responsible for ensuring high-quality customer interactions across multiple channels (emails, calls, ORM, and app reviews). The role requires strong ownership, empathy, attention to detail, and the ability to work cross-functionally with business, operations, and compliance teams to ensure timely and accurate resolution of customer concerns.
Key Responsibilities:
Customer Interaction & Query Handling
Respond promptly to customer queries via email, calls, and social channels.
Maintain professionalism and empathy in every interaction.
Ensure first-contact resolution (FCR) and high customer satisfaction (CSAT).
Online Reputation Management (ORM)
Monitor and respond to customer reviews on the Play Store and social media in a professional, brand-aligned tone.
Escalate recurring issues or negative reviews to relevant teams with actionable insights.
Process Management
Manage POD (Proof of Delivery) follow-ups, maintain the business tracker, and coordinate with internal teams for closures.
Raise requirements and follow up on pending items proactively.
Reporting & Documentation
Maintain accurate records of customer interactions and resolutions.
Prepare daily/weekly reports for business and compliance reviews.
Feedback & Improvement
Capture customer pain points and share insights for process enhancement.
Participate in regular feedback sessions with the Quality and Compliance teams.
KPIs / Performance Metrics
CSAT (Customer Satisfaction Score)
FCR (First Contact Resolution %)
TAT (Response & Resolution Time)
Accuracy & Quality of Responses
ORM Review Closure Rate
Adherence to Process & Communication Guidelines
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