Customer Support /Escalation Lead

About the Role:

We are looking for a dedicated and proactive Customer Support Executive to join our team. The ideal candidate will be responsible for handling customer interactions across various channels, including chat, incoming/outgoing calls, and emails, while ensuring timely, accurate, and professional resolutions. This role requires excellent communication, empathy, and problem-solving skills to deliver a high-quality customer experience.

Key Responsibilities:

• Handle customer queries and complaints through live chat, inbound/outbound calls, and emails.
• Provide prompt, accurate, and courteous responses to all customer inquiries.
• Troubleshoot customer issues and guide them toward appropriate solutions.
• Record and maintain detailed notes of all customer interactions and follow-ups.
• Coordinate with internal teams for faster resolution of customer concerns.
• Maintain a high level of professionalism and empathy during every customer interaction.
• Escalate complex or unresolved issues to the appropriate department or supervisor.
• Achieve daily/weekly customer service targets such as response time, resolution time, and satisfaction score.

Qualifications:

• Minimum 4-6 years of experience in customer support or a similar role (preferably in logistics, transport, or tech-based platforms).
• Excellent verbal and written communication skills in English and Hindi (knowledge of regional languages is an advantage).
• Proficient in CRM systems, ticketing tools, chat software, and MS Excel.
• Strong problem-solving, listening, and multitasking abilities.
• Ability to work under pressure while maintaining composure and delivering quality service.
• Flexible to work with effective time management and accountability.