Customer Support Executive

Key Responsibilities
• Respond to customer queries received through phone calls, emails, chat, WhatsApp, and CRM within the defined SLA.
• Understand customer concerns and provide accurate information, guidance, and resolutions.
• Log, track, and update all customer interactions in the CRM system.
• Resolve customer issues promptly or escalate them to the appropriate team when required.
• Follow up with customers to ensure timely resolution of pending cases.
• Maintain complete and accurate documentation of customer communications and issue resolutions.
• Coordinate with internal teams such as Operations, Technical Support, Sales, and Product teams to resolve customer issues efficiently.
• Ensure a high level of customer satisfaction by providing courteous and professional service.
• Adhere to company policies, SOPs, quality standards, and data privacy guidelines.
• Meet daily, weekly, and monthly productivity and quality targets.
• Identify recurring customer issues and provide feedback for process improvements.
• Assist customers with account-related queries, registrations, payments, certificates, platform navigation, and other service-related concerns.
• Participate in team meetings, training sessions, and quality improvement initiatives.
• Stay updated with product features, services, and process changes.
Required Skills
• Excellent verbal and written communication skills.
• Strong customer service orientation and interpersonal skills.
• Good problem-solving and analytical abilities.
• Ability to handle customer complaints professionally and empathetically.
• Basic knowledge of CRM software and Microsoft Office (Excel, Word, Outlook).
• Ability to multitask and work under pressure.
• Strong time management and organizational skills.
• Attention to detail and accuracy in documentation.
• Ability to work independently as well as in a team environment.

Department: Operations
Experience: 2
Posted: 2026-08-10T06:51:55.35Z