Customer Support Executive

Job Summary:

The Customer Support Executive will be responsible for improving customer support operations to enhance customer satisfaction, loyalty, and retention. This role involves optimizing service processes, handling escalations, and ensuring seamless customer interactions across multiple channels, including chat, email, and phone support.

Key Responsibilities:

Customer Support Operations:

• Implement customer support strategies to enhance the overall customer experience.
• Customer support operations, ensuring timely and effective resolution of customer inquiries and complaints.
• Improve customer support processes across all communication channels (email, chat, phone, and social media).
• Manage order-related issues, returns, refunds, and cancellations efficiently.
• Collaborate with logistics and fulfilment teams to resolve delivery-related concerns.

Customer Satisfaction & Retention:

• Track and analyze customer feedback, complaints, and satisfaction scores (CSAT, NPS, etc.).
• Identify common pain points and work with relevant teams (product, logistics, and marketing) to improve the customer experience.
• Improve customer engagement and loyalty.

Technology & Process Improvement:

• Leverage CRM tools and automation to enhance efficiency.
• Implement and refine ticketing systems for streamlined query resolution.
• Analyze key customer service metrics and generate reports for management.

Key Performance Indicators (KPIs):

• Customer Satisfaction Score (CSAT): Maintain a high satisfaction level.
• Net Promoter Score (NPS): Improve brand loyalty and advocacy.
• First Response Time (FRT): Reduce the time taken to respond to customer queries.
• Resolution Time: Minimize time to resolve customer complaints.
• Customer Retention Rate: Improve repeat purchase behavior.

Qualifications & Skills:

• Bachelor's degree in Administration, Customer Service, or a related field.
• 2-3 years of experience in customer service, (preferably in e-commerce or retail).

Proficiency in CRM tools.

• Excellent problem-solving, conflict resolution, and decision-making skills.
• Strong communication skills with a customer-first mind-set.
• Ability to handle high-pressure situations and multi-task effectively.
• Familiarity with Omni channel customer support.