Customer Support Executive (CSE)

Position: Customer Support Executive

Location: Gurugram
Experience: 1 – 6 Years
Industry Preference: IT Consulting
Work Mode: Work from Office
Gender Preference: Female

Role Overview :-

We are looking for a Customer Support Executive to handle customer queries, complaints, and service requests with professionalism and empathy. The ideal candidate will possess strong communication skills, a customer-first attitude, and the ability to resolve issues efficiently while ensuring a positive customer experience. This role plays a vital part in maintaining client satisfaction and supporting overall business retention.

Key Responsibilities :-

1. Customer Interaction & Query Handling

• Respond promptly to customer enquiries via phone calls, emails, and chat.
• Provide accurate information about the company’s products, services, and solutions.
• Address and resolve customer complaints efficiently, maintaining professionalism and empathy.
• Ensure consistent, courteous, and timely support across all communication channels.

2. Complaint Resolution & Follow-Up

• Track and manage customer complaints to closure within defined timelines.
• Document all customer interactions, issues, and resolutions in the CRM system.
• Follow up with customers to confirm resolution and satisfaction.
• Escalate unresolved or critical issues to the appropriate department for quick resolution.

3. Coordination with Internal Teams

• Collaborate with technical, sales, and operations teams to ensure seamless customer support.
• Share feedback and recurring issues with relevant departments to improve service delivery.
• Participate in internal meetings to align on customer concerns and solutions.

4. Performance & Reporting

• Meet and exceed key performance targets such as response time, resolution time, and customer satisfaction.
• Prepare and maintain daily/weekly reports on customer queries, complaints, and resolutions.
• Continuously work towards improving service efficiency and response quality.

Skills & Qualifications :-

• Graduate in any discipline (Bachelor’s degree in IT, Business, or Communication preferred).
• 1–6 years of experience in customer service/support, preferably in the IT Consulting or Technology sector.
• Excellent verbal and written communication skills in English.
• Strong problem-solving and conflict resolution abilities.
• Proficiency in CRM software, MS Office Suite, and email/chat handling tools.
• Positive attitude, patience, and the ability to handle pressure in a fast-paced environment.

Job Type: Full-time

Work Location: In person