Customer Support Executive

Role Overview

We are looking for a junior Customer Support Associate to manage first-level customer queries and execute outbound SMS campaigns. The role requires strong communication skills, basic technical comfort, and attention to detail.

Key Responsibilities

Customer Support and SMS Campaign Management:

• Handle first-level customer queries via email
• Resolve standard issues using defined SOPs; escalate complex cases appropriately.
• Ensure timely responses and high customer satisfaction.
• Maintain accurate records of interactions in CRM/ticketing tools.
• Execute SMS campaigns as per marketing/operations plans.
• Coordinate with internal teams for content approvals and campaign timing.
• Track basic campaign metrics (delivery, failures, responses) and share reports.

Required Skills & Qualifications

• Graduate in any discipline.
• 12 years of experience in customer support or operations
• Good written and verbal communication skills.
• Basic knowledge of CRM/ticketing tools and MS Excel/Google Sheets.
• Comfortable working with SMS tools/dashboards (training will be provided).
• Detail-oriented, organized, and willing to learn.

Preferred (Good to Have)

• Prior experience in a BPO or EdTech
• Exposure to bulk messaging or campaign tools.