Customer Support Executive

3 years

0 Lacs

Posted:3 days ago| Platform: Linkedin logo

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Work Mode

On-site

Job Type

Full Time

Job Description

Customer Support Executive


Role Description

  • Respond to customer queries via

    chat/email/phone

    within agreed SLAs
  • Troubleshoot customer issues and provide accurate solutions
  • Escalate complex cases to relevant teams (Tech/Product/Operations) and follow up to closure
  • Maintain detailed case notes in CRM/helpdesk tools (e.g., Zendesk/Freshdesk/Salesforce)
  • Educate customers on product features, account setup, payments, refunds, etc.
  • Handle sensitive conversations professionally (complaints, cancellations, chargebacks)
  • Identify recurring problems and share insights to improve FAQs, macros, and processes
  • Meet quality and productivity metrics (CSAT, FRT, AHT, resolution rate)


Qualifications

  • Graduate (any discipline) or equivalent experience
  • 0–3 years

    in customer support / BPO / customer success (freshers can be considered)
  • Strong

    English communication

    (additional Indian languages are a plus)
  • Good typing speed and comfort with computers/web apps
  • Calm under pressure; strong problem-solving and empathy
  • Ability to work in

    rotational shifts

    (if required)

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