Customer Support Executive

Customer Support Executive

Key Responsibilities:

• Customer Interaction & Inquiry Resolution:

  • Respond promptly and professionally to customer inquiries, complaints, and feedback across various channels (phone, email, chat, social media as assigned).

  • Actively listen to customer concerns, empathize with their situations, and clarify their needs.

  • Provide accurate, clear, and comprehensive information about our products, services, policies, and procedures.

  • Guide customers through troubleshooting steps or product usage, offering step-by-step assistance when needed.

• Issue Resolution & Escalation:

  • Efficiently resolve customer issues on the first contact whenever possible, striving for high first-contact resolution rates.

  • Diagnose and troubleshoot basic technical or service-related problems.

  • Escalate complex or unresolved issues to the appropriate internal teams (e.g., technical support, sales, operations) and follow up to ensure timely resolution.

• Record Keeping & Reporting:

  • Maintain detailed and accurate records of all customer interactions, inquiries, issues, and resolutions in the CRM system.

  • Update customer information and ensure data integrity.

  • Contribute to daily/weekly reports on customer feedback, common issues, and resolution times.

• Product Knowledge & Continuous Improvement:

  • Maintain a deep understanding of the company's products, services, and policies to provide effective support.

  • Stay updated on new product features, service updates, and industry best practices.

  • Collect customer feedback and insights to help identify areas for product or service improvement.

• Team Collaboration & Professionalism:

  • Collaborate effectively with cross-functional teams to ensure a unified customer experience.

  • Adhere to company guidelines, service level agreements (SLAs), and quality standards in all interactions.

  • Maintain a positive, calm, and professional demeanor, even when dealing with challenging customers.