Customer Support Executive

Role & responsibilities

• Handle and resolve customer complaints and escalations in a timely and effective manner through voice calls, emails, and live chat.
• Understand customer concerns, identify root causes, and provide accurate solutions or alternatives.
• Maintain a high level of customer satisfaction by ensuring swift and empathetic communication.
• Collaborate with internal teams (support, technical, logistics, Store etc.) to resolve issues effectively.
• Log and track interactions and resolutions accurately using CRM systems.
• Follow communication procedures, guidelines, and company policies.
• Provide feedback and suggestions for process improvements to reduce repeat complaints.
• Escalate unresolved issues to appropriate departments or higher authorities when necessary.

Preferred candidate profile

• Excellent verbal and written communication skills in English & Hindi.
• Proficient in using customer service software, CRMs, email platforms, and chat tools.
• Strong problem-solving and conflict-resolution skills.
• Ability to work in a fast-paced environment and handle high-pressure situations with calmness and empathy.

Education & Experience

• Minimum 2-4 yrs required in Customer support role
• Must be graduate in any discipline