Customer Support Executive (CSE)

JOB DESCRIPTION

We are looking for customer-oriented and communication-focused Customer Support Executives who can independently manage a blended customer support process involving inbound calls, live chats, and email support. Candidates should have excellent communication and email-writing skills, strong problem-solving abilities, and the ability to handle customer escalations professionally while maintaining defined service-level agreements (SLAs).

1. KEY RESPONSIBILITIES & KRAS

• Blended Customer Support: Handle inbound (IB) calls, live chats, and customer emails efficiently.
• Email Management: Draft professional, grammatically correct, customer-friendly email responses.
• Customer Query Resolution: Understand customer concerns and provide accurate, timely resolutions.
• Escalation Management: Handle irate customers and sensitive situations with patience, empathy, and professionalism.
• SLA Adherence: Ensure customer interactions and queries are handled within defined turnaround times.
• Customer Experience: Maintain service quality and customer satisfaction across all communication channels.
• Follow-ups & Ownership: Ensure timely follow-ups and closure of pending customer queries.
• Process Compliance: Follow established SOPs, quality guidelines, and internal escalation procedures.

2. CANDIDATE REQUIREMENTS

• Minimum 1–2 years of experience in Customer Support / Customer Service.
• Prior experience handling inbound calls, emails, and live chats.
• Excellent written and verbal communication skills.
• Strong email drafting and comprehension abilities.
• Ability to handle irate customers and customer escalations.
• Good problem-solving and multitasking capabilities.
• Comfortable working in a target-driven and SLA-oriented environment.
• Candidates with a maximum notice period of 7–15 days preferred.

Pay: ₹25,000.00 - ₹30,000.00 per month

Experience:

• Customer support: 2 years (Preferred)

Location:

• Gurugram, Haryana (Preferred)

Shift availability:

• Day Shift (Preferred)

Work Location: In person