Customer Support Executive

Job Description Customer Support Executive

Location: Mumbai
Job Type: Full-Time
Department: Customer Support / Customer Service
Process: Inbound Calls, Email & Chat Support

Key Responsibilities

• Handle inbound customer calls and provide prompt and professional assistance.
• Respond to customer queries and complaints through email and chat.
• Understand customer concerns and provide appropriate solutions within the defined timelines.
• Maintain a high level of customer satisfaction and ensure a positive customer experience.
• Record and update customer interactions, complaints, and resolutions in the CRM/system.
• Follow standard operating procedures (SOPs) and company policies while handling customer queries.
• Escalate complex or unresolved issues to the appropriate team.
• Follow up with customers when required and ensure timely closure of complaints.
• Maintain accuracy and quality while handling customer interactions.
• Meet defined quality, productivity, response time, and customer satisfaction targets.

Required Skills & Qualifications

• Graduate in any discipline.
• 13 years of experience in customer support, customer service, BPO, or contact centre operations.
• Good verbal and written communication skills.
• Comfortable handling inbound calls, emails, and chat support