Support Associate

Job Description – Support Executive

(Inbound)

Position Title: Support Executive (Inbound)

Department: Support

Reports To: Support Manager

Location: Office

Role Type:

Full-Time

1. Role Mission (Purpose of the Role)

To ensure timely and accurate resolution of customer inquiries received through

inbound channels, deliver an exceptional support experience, maintain high service

quality, and contribute to customer satisfaction and overall operational effi ciency.

2. Key Responsibilities

●Manage and respond to all inbound customer calls, Whats App messages,

emails, Live Chat interactions, and queries in a professional and timely manner.

●Understand customer needs and provide accurate information, troubleshooting,

and solutions.

●Record and update all customer interactions, issues, and resolutions in the CRM

system.

●Coordinate with internal departments such as Sales, Supply Chain, and

Operations for quick issue resolution.

●Follow defi ned support processes, SLAs, and quality guidelines.

●Escalate complex issues to the Support Manager when required.

●Maintain high levels of customer satisfaction through active listening and

empathetic communication.

●Ensure all communication refl ects the company's values and service standards.

●Prepare periodic reports on support cases, query categories, and resolution

status.

3. Key Outcomes (Success Metrics)

●Response Time:

All inbound queries responded within defined SLAs.

●Resolution Rate:

High fi rst-contact resolution for support queries.

●Customer Satisfaction:

Achieve targeted CSAT scores.

●Process Compliance:

100% adherence to CRM documentation and support

procedures.

●Quality Assurance:

Maintain expected communication and service quality

standards.

4. Competencies (Skills & Behaviors Required)

Technical & Functional Skills

●Strong verbal and written communication skills.

●Proficiency in CRM tools (Zoho CRM preferred).

●Ability to understand basic product/service information to guide customers

correctly.

●Data entry accuracy and attention to detail.

Behavioral Competencies

●Customer-fi rst attitude with empathy and patience.

●Problem-solving and active listening skills.

●Ability to stay calm under pressure.

●Accountability—ownership of customer issues until closure.

●Team collaboration and willingness to support colleagues.

5. Requirements

●Graduate in any discipline.

●1 years of experience in inbound telecalling, inside sales, customer support or

B2B enquiry handling

●Familiarity with CRM tools (experience in Zoho is a plus).

●Fluent in English and Hindi; additional languages are an advantage.

●Tech-savvy with the ability to learn tools quickly.