Customer Support Executive (CSE)

Job Description

Position Summary As a Customer Support Executive, your primary role is to provide exceptional customer service and support to our valued clients. You will be the frontline representative of our company, tasked with resolving inquiries, addressing issues, and ensuring overall customer satisfaction. Essential Job function: · Communicate with offshore clients via email/chat with professional written skill · Communicate with offshore clients via Telephone with professional client centric approach. · Understand the query / suggestion/ change / bug / incident etc. mentioned by client in email OR received via inbound calls from offshore clients and assign a ticket to the concern team member. · Take follow up with the team and update to client until the assigned ticket gets resolved. · Manage ticket cycle and its status throughout the offshore client’s submitted query / suggestion/ change / bug etc. resolution. · Single point of contact/mediator between Client & Production team. · Call to offshore clients to explain developer’s query/point, collect client’s feedback and share with the concern team member. · Escalate the client reported points as per predefined guidelines/escalation matrix. · Lead generation by extensive market research and submit the filtered leads to the Sales Team. · Help Sales team generating inquiries from social professional media portals. · Reaching out to prospect clients and share with Sales Team. · Assist account team by calling offshore client for the due payments. · Involve in identifying process gaps & existing process improvement. · Adopt new process, tools, project & environment to manage client tickets. Minimum technical/ Professional Knowledge required · Strong interpersonal and communication skills. · Empathetic and patient when dealing with customer concerns. · Problem-solving abilities and a proactive attitude. · Knowledge of our products or services and a willingness to learn. · Proficiency in using customer support software and CRM systems. · Time management skills to handle multiple customer interactions efficiently. · Ability to work in a fast-paced and dynamic environment. · Flexibility to adapt to changing customer needs and company priorities. Job Type: Full-time Pay: Up to ₹500,000.00 per year Schedule: Rotational shift Work Location: In person Speak with the employer +91 9429521724