Customer Support Executive

Job Description

Role & responsibilities Customer Grievance Management: Conduct 8 to 10 customer grievance meetings per month , ensuring prompt resolution and root cause analysis. Act as the escalation point for critical customer issues and follow through till closure. Customer Engagement & Relationship Building: Maintain regular interactions with all organic customers , ensuring high service satisfaction. Proactively extract inorganic business opportunities from the existing organic customer base. Reporting & MIS: Own and manage MIS and reporting related to customer interactions, grievances, service performance, and revenue opportunities. Provide actionable insights through regular dashboards and review reports. Internal Capability Building: Build hands-on expertise in internal tools and platforms like Oneil and Infosmart . Conduct product and process training sessions for the operations and customer service teams to ensure alignment and capability enhancement. Revenue Enablement: Leverage the Customer Service (CS) team to identify and generate inorganic leads and support revenue growth through special projects . Service Innovation: Encourage and implement out-of-the-box service improvement ideas , setting benchmarks for customer satisfaction. Contribute to strategic initiatives to improve operational efficiency and customer experience. Desired Skills & Competencies: Strong communication and interpersonal skills Analytical mindset with a keen eye for detail in reporting Ability to manage and lead customer-facing initiatives Proficiency in CRM or internal tools such as Oneil, Infosmart (training will be provided) Leadership in driving service excellence and innovation Experience in cross-functional coordination with Ops, Sales, and Product teams Qualifications & Experience: Graduate/Post-Graduate in any discipline 46 years of experience in customer support or service delivery, preferably in a mid-management role Experience in handling escalations, grievance redressal, and client relationship management is preferred Work Schedule: Full-time 5 days working (as per organizational norms) Location: Salt Lake, Sector V, Kolkata (On-site)