{"@context":"https://schema.org","@type":"JobPosting","title":"Customer Support Executive","description":"

Role & responsibilities

Handle customer queries via phone, email, or chat.
Provide prompt and accurate support to ensure customer satisfaction.
Resolve issues related to product, service, billing, or technical problems.
Escalate unresolved or complex queries to the relevant department.
Manage escalations in a professional and timely manner.
Maintain records of customer interactions and update CRM systems.
Follow escalation matrix and ensure closure within defined SLAs.
Coordinate with internal teams for resolution of customer complaints.
Identify and report recurring issues to improve service quality.
Ensure compliance with process guidelines and quality standards.
Meet daily/weekly performance metrics (e.g., CSAT, TAT, AHT).
Handle difficult customers with patience and empathy.
Participate in team meetings, training, and process updates.
Suggest improvements to enhance customer experience.

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