Customer Service Executive

Customer Service Executive – Job Description

Industry: Technology / Digital Marketing / CPaaS (SMS, Voice, WhatsApp, Ads)

Role Summary

The Customer Service Executive will handle client support, resolve service-related issues, coordinate with internal teams, and ensure high customer satisfaction for digital and communication products.

Key Responsibilities

• Act as the first point of contact for customers via email, phone, WhatsApp, and ticketing systems
• Handle client queries related to bulk SMS, WhatsApp campaigns, voice calls, dashboards, billing, and delivery reports
• Resolve complaints efficiently and escalate technical issues to the support/tech team when required
• Maintain accurate records of customer interactions in CRM systems
• Coordinate with sales, tech, and operations teams to ensure smooth service delivery
• Monitor SLAs and ensure timely resolution of tickets
• Provide product information, usage guidance, and basic troubleshooting support
• Collect customer feedback and report recurring issues to management

Required Skills & Qualifications

• 1–2 years of experience in Customer Service / Client Support / Helpdesk
• Excellent verbal and written communication skills
• Basic knowledge of CRM tools, ticketing systems, or dashboards
• Ability to handle multiple clients and work under pressure
• Customer-focused attitude with strong problem-solving skills
• Basic understanding of digital platforms or tech services (preferred)

Preferred Skills

• Experience in IT, SaaS, Digital Marketing, Telecom, or CPaaS companies
• Familiarity with bulk messaging, WhatsApp Business, or online platforms
• MS Excel and reporting skills

Job Types: Full-time, Permanent

Pay: ₹9,446.89 - ₹34,590.01 per month

Benefits:

• Provident Fund

Work Location: In person