Customer Support Executive

Job Description: Customer Support Executive

Company Name: OneLap
Job Title: Customer Support Executive
Department: Customer Experience / Support
Employment Type: Full-time
Experience: 02 Years
Location: Noida Sector-2

Role Overview

As a Customer Support Executive at OneLap, you will be responsible for managing customer interactions across various communication channels and ensuring timely resolution of customer queries and concerns.

The ideal candidate should have excellent communication skills, a customer-first approach, strong problem-solving abilities, and the ability to work in a fast-paced environment.

Key Responsibilities

• Handle inbound and outbound customer calls and respond to customer queries through WhatsApp, email, chat, and other support channels.
• Understand customer concerns and provide accurate information and appropriate resolutions.
• Ensure timely follow-up on open customer queries and complaints until resolution.
• Maintain a professional, courteous, and empathetic approach while interacting with customers.
• Coordinate with internal teams such as Operations, Sales, and other relevant departments to resolve customer issues.
• Escalate complex or unresolved cases to the appropriate team or supervisor.
• Maintain accurate records of customer interactions, complaints, resolutions, and follow-ups in the CRM or relevant systems.
• Ensure customers are kept informed about the status of their requests.
• Follow defined customer service processes, SOPs, and quality standards.
• Identify recurring customer issues and communicate feedback to the relevant teams.
• Contribute towards improving customer satisfaction, response time, and resolution time.
• Meet defined individual and team-level customer support KPIs.

Required Skills

• Excellent verbal and written communication skills.
• Strong communication skills in English and Hindi.
• Good listening and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Customer-oriented attitude with patience and empathy.
• Ability to handle difficult or dissatisfied customers professionally.
• Good computer literacy and familiarity with email, WhatsApp, CRM, and basic office applications.
• Ability to multitask and prioritize customer requests effectively.
• Strong attention to detail and follow-up skills.
• Ability to work independently as well as part of a team.

Education & Experience

• Graduate in any discipline preferred.
• 2-4 years of experience in customer support, customer service, customer relations, BPO, or a related field.

Key Performance Indicators (KPIs)

The selected candidate will be evaluated based on:

• Customer satisfaction and service quality.
• First response and resolution time.
• Query/complaint resolution rate.
• Customer follow-up and closure rate.
• Accuracy of information provided to customers.
• Adherence to company processes and SOPs.
• Productivity and overall customer support performance.

Preferred Candidate Profile

We are looking for a candidate who is:

• Customer-focused and empathetic.
• Confident and professional while communicating with customers.
• Calm and patient while handling challenging situations.
• Proactive in identifying and resolving customer issues.
• Quick to learn new processes and tools.
• Disciplined and responsible with strong ownership of assigned tasks.
• Comfortable working in a fast-paced and growing organization.