Job Description

Key roles and responsibilitiesThe day-to-day duties of a Customer Support Executive are varied and depend on the industry. Common responsibilities include:

Customer interaction

: Handling customer queries, complaints, and requests through various channels, such as phone, email, live chat, and social media.

Problem-solving

: Troubleshooting and resolving product or service issues by diagnosing the root cause and offering practical, step-by-step solutions.

Information provision

: Guiding customers and providing accurate information about products, services, and company policies.

Record-keeping

: Maintaining detailed and accurate records of customer interactions and resolutions using Customer Relationship Management (CRM) software.

Cross-functional collaboration

: Liaising with other internal departments, such as technical support, sales, or logistics, to ensure complex issues are addressed effectively.

Feedback collection

: Gathering customer feedback and identifying common issues to help improve products, services, and overall customer experience.

Follow-up

: Contacting customers after an issue has been resolved to ensure their satisfaction.

Process improvement

: Assisting in the creation of support materials like FAQs and contributing to the improvement of customer support processes.
Required qualifications and skillsSoft skills

Communication

: Excellent verbal and written communication skills to interact with customers in a clear, polite, and professional manner.

Empathy and patience

: The ability to understand and share the feelings of the customer and remain calm and professional during stressful or difficult interactions.

Problem-solving

: Strong analytical skills to effectively diagnose problems and develop creative solutions for customer issues.

Active listening

: The capacity to attentively listen to and understand customer concerns before offering a solution.

Adaptability

: The flexibility to quickly adjust to new processes, tools, and evolving customer needs across different communication channels.

Time management

: The ability to prioritize tasks and manage a high volume of customer inquiries efficiently.
Technical skills

CRM software

: Familiarity with Customer Relationship Management (CRM) systems such as Salesforce or Zendesk to track and manage customer interactions.

Computer proficiency

: Basic computer literacy and good typing skills are required to operate customer support software efficiently.

Product knowledge

: An in-depth understanding of the company's products and services to provide comprehensive support.
Job Type: Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

Work Location: In person