Customer Support Executive

Role Overview:

The Customer Support Executive will be responsible for handling customer interactions across multiple channels (calls, emails, chats,), addressing queries, complaints, and requests in a timely and professional manner. The role requires strong communication skills, problem-solving ability, and a customer-first approach to ensure high levels of customer satisfaction and brand loyalty.

Key Responsibilities:

• Handle customer queries, complaints, and requests via phone, email, live chat, and social media.
• Provide accurate information regarding products, services, promotions, and order status.
• Assist customers with order placement, returns, exchanges, and refunds as per company policy.
• Ensure prompt resolution of issues while maintaining service quality and courtesy.
• Escalate unresolved or complex queries to the relevant department for timely closure.
• Maintain customer records and update the CRM with accurate details of interactions.
• Follow up with customers to ensure their issues are resolved satisfactorily.
• Work closely with store teams, logistics, and backend operations to provide seamless service.
• Collect customer feedback and share insights with management to improve processes.
• Adhere to customer service SLAs, company policies, and compliance requirements.

Key Skills & Competencies:

• Excellent verbal and written communication skills (English & local language).
• Strong interpersonal skills with a customer-first mind-set.
• Ability to handle pressure and manage difficult customers with empathy.
• Problem-solving and decision-making skills.
• Proficiency in MS Office and customer service/CRM tools.
• Basic knowledge of retail operations and e-commerce processes.

Qualifications & Experience:

• Graduate in any discipline (preferred: Business, Commerce, or related field).
• 3–5 years of experience in customer support/service, preferably in the retail or e-commerce sector.

Performance Indicators (KPIs):

• Customer Satisfaction Score (CSAT).
• First Call Resolution (FCR).
• Average Response & Resolution Time.
• Escalation Rate.