Customer Support Executive (CSE)

Key roles and responsibilitiesThe day-to-day duties of a Customer Support Executive are varied and depend on the industry. Common responsibilities include:

• Customer interaction: Handling customer queries, complaints, and requests through various channels, such as phone, email, live chat, and social media.
• Problem-solving: Troubleshooting and resolving product or service issues by diagnosing the root cause and offering practical, step-by-step solutions.
• Information provision: Guiding customers and providing accurate information about products, services, and company policies.
• Record-keeping: Maintaining detailed and accurate records of customer interactions and resolutions using Customer Relationship Management (CRM) software.
• Cross-functional collaboration: Liaising with other internal departments, such as technical support, sales, or logistics, to ensure complex issues are addressed effectively.
• Feedback collection: Gathering customer feedback and identifying common issues to help improve products, services, and overall customer experience.
• Follow-up: Contacting customers after an issue has been resolved to ensure their satisfaction.
• Process improvement: Assisting in the creation of support materials like FAQs and contributing to the improvement of customer support processes.

Required qualifications and skillsSoft skills

• Communication: Excellent verbal and written communication skills to interact with customers in a clear, polite, and professional manner.
• Empathy and patience: The ability to understand and share the feelings of the customer and remain calm and professional during stressful or difficult interactions.
• Problem-solving: Strong analytical skills to effectively diagnose problems and develop creative solutions for customer issues.
• Active listening: The capacity to attentively listen to and understand customer concerns before offering a solution.
• Adaptability: The flexibility to quickly adjust to new processes, tools, and evolving customer needs across different communication channels.
• Time management: The ability to prioritize tasks and manage a high volume of customer inquiries efficiently.

Technical skills

• CRM software: Familiarity with Customer Relationship Management (CRM) systems such as Salesforce or Zendesk to track and manage customer interactions.
• Computer proficiency: Basic computer literacy and good typing skills are required to operate customer support software efficiently.
• Product knowledge: An in-depth understanding of the company's products and services to provide comprehensive support.

Job Type: Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

Work Location: In person