Customer Support Executive

Roles and Responsibilities

1. Account Verification & Deployment

• Conduct video verification for new client accounts as required by platforms.
  
• Check and validate office e-mails and ensure all steps of verification are completed.
  
• Assist in account deployment for new profiles, making sure they are activated correctly.
  
• Maintain logs of pending, completed, and escalated verifications.
  

2. Page & Business Profile Management

• Support in creating new business pages or profiles on relevant platforms.
  
• Update business details, service information, contact details, and other required fields.
  
• Coordinate with internal teams or clients to collect missing data or approve changes.
  
• Ensure all pages follow platform guidelines and pass compliance checks.
  

3. Payment Access & Account Permissions

• Help clients with payment access updates.
  
• Monitor access requests, process permissions, and ensure clients have the correct levels of access to their pages.
  
• Track failed or pending access issues and escalate them when needed.
  

4. Suspended Account Handling

• Review and respond to incoming suspended account emails.
  
• Identify reasons for suspension and prepare appropriate responses.
  
• Search and track suspended listings or accounts and maintain an internal tracker.
  
• Handle reinstatement requests from start to finish collecting documents, drafting responses, and submitting forms.
  
• Communicate clearly with clients about the status of their reinstatement.
  
• Follow up with support teams when responses are delayed.
  

5. Merchant / Business (MB) Updates

• Handle regular MB updates as per platform requirements.
  
• Make corrections to business information, categories, service areas, and profile data.
  
• Track all MB updates and maintain accurate internal reports on changes.
  

6. Call Handling & Client Coordination

• Attend and manage inbound/outbound calls from clients.
  
• Provide quick updates on ongoing issues like suspensions, reinstatements, verifications, and page creation.
  
• Collect documents, answer basic questions, and resolve simple issues independently.
  
• Maintain a professional and friendly tone with every client interaction.
  

7. Documentation & Reporting

• Keep detailed documentation of every action taken on an account.
  
• Update spreadsheets, trackers, and daily activity reports.
  
• Send task updates to the reporting manager at the end of each day.
  
• Ensure task closures are recorded properly to avoid duplication or missed work.
  

Skills & Competencies

Essential Skills

• Strong communication skills in

  Tamil & English

  .
• Basic understanding of digital accounts, online profiles, or business pages.
  
• Ability to handle multiple tasks without losing accuracy.
  
• Good problem-solving ability with a proactive mindset.
  
• Fast learner especially with new digital tools, forms, and platforms.
  

Additional Good-to-Have Skills