Customer Support Executive

Key Responsibilities

• Handle inbound and outbound customer contacts (phone, email, chat, social media) and respond to inquiries in a timely and accurate manner.
• Troubleshoot and resolve customer issues; escalate more complex problems to other teams when necessary.
• Provide customers with information about products/services, guide them on usage or policy, and ensure their understanding.
• Record and log customer interactions, maintain accurate customer histories in CRM or help-desk tools.
• Gather customer feedback and insights, and share with relevant internal teams (product, operations, sales) to improve processes and offering.
• Meet or exceed key support metrics such as first-contact resolution, customer satisfaction, response time.
• Work collaboratively with other departments (sales, product development, operations) to ensure end-to-end customer satisfaction.
• May be required to work in shifts (including evenings/nights), handle workload during busy periods, and adhere to company policies and standards.

Required Skills & Experience

• Bachelor's degree or equivalent (in business, communications, or related field) is preferred.
• Strong verbal and written communication skills in English (additional regional languages are a plus).
• Good problem-solving skills, ability to remain calm under pressure, and a customer-centric attitude.
• Experience with CRM, ticketing systems or help-desk tools.
• Ability to multitask, manage time effectively, and maintain accurate records.
• Familiarity with MS Office (Excel, Word) and basic computer literacy.
• Flexibility to work in shifts (if required by business).

Desired (Optional)

• Experience in [industry specific: e.g., e-commerce, SaaS, telecom, aviation].
• Multilingual proficiency (especially helpful in diverse markets).
• Prior experience in technical support or using specific software/tools relevant to business.
• Ability to train/mentor junior staff or take part in process improvement initiatives.

Key Performance Indicators (KPIs)

• Customer satisfaction score (CSAT)
• First contact resolution rate
• Average response / resolution time
• Tickets handled per shift / day
• Escalation rate
• Feedback or referral rate

Contact :

Rinkal Kothiya

98249 45442

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