Customer Support Executive

Job Description

Job brief The Customer Support Executive is responsible for providing exceptional customer service and support to clients and customers. They will handle inquiries, resolve complaints, and ensure customer satisfaction. The primary objective of this role is to maintain strong customer relationships and deliver a positive customer experience. Roles and Responsibilities Handle customer queries via phone calls, emails, and chats to resolve their issues in a timely and professional manner. Provide accurate information on products/services to customers through effective communication. Escalate complex issues to senior team members or supervisors as appropriate, ensuring timely and effective resolution Maintain records of all interactions with customers using CRM tools like Excel. Follow up with customers and internal teams to ensure that open issues/queries are resolved on time Collect and collate customer feedback and empirical data, and share these insights with Product, Sales, and Marketing teams to drive the evolution of our products and processes Assist in the creation and implementation of processes, policies, and standard operating procedures (SOPs) to enhance the automation and efficiency of the customer support function Requirements and skills Experience as a Customer Support Executive or similar role Experience using help desk software and remote support tools Excellent verbal and written communication skills Multi-tasking abilities and problem-solving skills Inclination to gain a deep knowledge of products, processes, SLAs and SOPs Basic knowledge of MS-Office and MS- Excel. Must-Know Languages: English, Hindi Ability to work in a fast-paced and team-oriented environment. Willingness to adapt and learn quickly in a dynamic industry.