Customer Support Executive

Department

Location

Reports To

Job Summary:

Were on the lookout for a passionate and customer-obsessed individual to join our vibrant support team!

As a Customer Support Executive, youll handle both calls and emails to assist customers, resolve queries, and deliver a delightful support experience that truly makes them feel cared for.

Key Responsibilities:

• Handle inbound & outbound calls and respond to emails in a professional and friendly manner.
• Resolve customer queries, complaints, and requests quickly and effectively.
• Maintain call quality standards and aim for first contact resolution every time.
• Escalate unresolved issues to the right team and follow up to ensure closure.
• Document all interactions and resolutions accurately in the system.
• Maintain a helpful, clear, and empathetic tone in all communications.
• Work on tickets or cases within defined SLAs to ensure timely assistance.

General Responsibilities:

• Stay up to date on product and process knowledge to support customers efficiently.
• Adhere to company policies, shift schedules, and performance standards.
• Identify recurring issues and share feedback for process improvement.
• Ensure customer delight and actively contribute to team success.

Required Skills & Competencies:

• Excellent verbal and written communication skills. (Hindi Mandatory)
• Strong problem-solving and analytical thinking.
• High levels of empathy, patience, and a customer-first attitude.
• Ability to multitask and stay calm under pressure.
• Basic computer proficiency and familiarity with CRM tools.

Qualifications:

• Minimum: 12th pass / Graduate in any discipline.
• Experience in BPO / Customer Support (voice or non-voice) preferred.
• Freshers with great communication skills are welcome to apply!

Work Environment:

• Rotational shifts, including weekends and public holidays (if applicable).
• Dynamic, fast-paced, and target-driven work environment

Key Performance Indicators:

• Customer Satisfaction Score (CSAT)
• Average Handling Time (AHT)
• First Contact Resolution (FCR)
• Quality Audit Scores
• Attendance & Adherence