Customer Support Representative

About the Role

We are looking for a proactive and customer-focused Customer Experience Executive to monitor customer feedback, improve customer satisfaction, and maintain a positive brand reputation across online platforms.

The ideal candidate will be responsible for collecting and analyzing customer feedbacks, engaging with customers to understand their experiences, resolving dissatisfaction by coordinating with internal teams, and identifying opportunities to improve the overall customer experience

Key Responsibilities

• Monitor customer feedback, suggestions and satisfaction levels across relevant online platforms.
• Respond professionally to customer reviews, including positive, negative, and neutral feedback.
• Liaise with dissatisfied customers to understand their concerns and coordinate with the relevant teams for resolution.
• Encourage customers to share honest feedback about their experiences, following company policies and platform guidelines.
• Track customer satisfaction metrics, ratings, review trends, and recurring complaints.
• Identify common customer pain points and recommend improvements to products, services, and processes.
• Coordinate with sales, operations, delivery, and support teams to resolve customer concerns.
• Maintain accurate records of customer feedback, follow-ups, and resolutions.
• Prepare regular reports on ratings, customer sentiment, feedback trends, and satisfaction performance.
• Support initiatives aimed at improving customer retention, loyalty, and brand reputation.

Required Skills & Qualifications

• Bachelor's degree in Business Administration, Marketing, Commerce, or a related field.
• 0–2 years of experience in customer service, customer success, customer support, or a similar role. Freshers with strong communication skills may also apply.
• Excellent verbal and written communication skills.
• Strong problem-solving, listening, and interpersonal skills.
• Ability to manage multiple customer queries and prioritise tasks effectively.
• Basic knowledge of MS Excel, Google Sheets, and customer relationship management tools.
• Patience, empathy, attention to detail, and a customer-first attitude.
• Ability to work collaboratively with cross-functional teams.

Pay: ₹120,000.00 - ₹240,000.00 per year

Education:

• Bachelor's (Preferred)

Work Location: In person