Customer Support Executive

Day-to-Day Responsibilities of a Customer Support Executive 1. Customer Interaction: Answer customer inquiries via phone, email, chat, or social media. Provide accurate information about products, services, bookings, and policies. Handle complaints with patience and professionalism. Escalate unresolved issues to higher support levels when necessary. 2. Problem Resolution: Troubleshoot common customer issues and provide step-by-step guidance. Follow up on pending cases until resolution is achieved. Maintain a positive customer experience even when delivering unfavorable information (e.g., refunds, cancellations). 3. Order & Service Management: Process bookings, cancellations, and modifications. Track customer requests and update them on order/travel/service status. Ensure accurate data entry in CRM, booking platforms, or ticketing systems. 4. Documentation & Reporting: Maintain records of customer interactions, feedback, and complaints. Update CRM tools with accurate customer details and resolution notes. Share recurring issues or trends with the operations/product/management team. 5. Cross-Team Collaboration: Coordinate with operations/logistics to resolve customer issues (e.g., pick-up details, itinerary clarifications). Work closely with finance for refunds, payment issues, or invoice requests. Share customer insights with marketing/sales to improve communication. 6. Service Quality: Ensure service levels (response times, resolution times) are met. Adhere to company communication guidelines and tone of voice. Suggest improvements to FAQs, support scripts, and knowledge base. 7. Continuous Learning: Stay updated about company offerings, ongoing promotions, and policy changes. Attend training sessions to improve product knowledge and customer handling skills. Learn new tools/CRM features to work efficiently.