Customer Support Executive

Role Purpose

The purpose of the role is to provide timely, empathetic, and effective support to customers across multiple channels, ensuring a smooth experience and high levels of customer satisfaction.

Key Responsibilities (KRAs)

1. Customer Support

• Respond to customer inquiries through phone, email, chat, and social media in a prompt and professional manner.
• Resolve customer issues with empathy and problem-solving skills, escalating complex cases where necessary.

1. Service Delivery

• Follow established processes, policies, and best practices for handling customer queries.
• Ensure accurate documentation of all customer interactions and resolutions in the system.

1. Quality & Efficiency

• Maintain high-quality service in every interaction by adhering to company guidelines.
• Strive to meet defined performance metrics such as response time, first-contact resolution, and customer satisfaction scores.

1. Collaboration & Feedback

• Share recurring customer feedback and issues with the team and management for improvement.
• Coordinate with internal teams when needed to ensure customer concerns are addressed.

1. Learning & Development

• Continuously build product knowledge and improve communication skills through training.
• Stay updated with company policies, new features, and processes to support customers better.

Functional Competencies

• Strong interpersonal and communication skills (verbal & written).
• Patience and empathy in handling customer concerns.
• Ability to problem-solve and remain calm in pressure situations.
• Basic technical aptitude to work with CRM/helpdesk tools.

Eligibility Criteria

• Bachelor’s degree (preferred) or equivalent work experience.
• 0–2 years of experience in customer service or a client-facing role.
• Familiarity with customer support tools/software is an advantage.
• Experience with retail D2C brands is a plus.