Customer Support Executive

1. Handle customer inquiries via email, chat, incoming & outgoing calls, WhatsApp, and social media.

2. Resolve customer complaints and provide appropriate solutions within the defined turnaround time.

3. Maintain accurate customer records and update CRM systems.

4. Escalate complex issues to the relevant teams and follow up until resolution.

5. Meet defined KPIs such as CSAT, SLA, AHT, First Response Time, and Resolution Time.

6. Ensure all customer interactions are professional, empathetic, and aligned with the brand's tone of voice.

7. Identify recurring customer issues and share feedback with internal teams for process improvement.