We are seeking a proactive and detail-oriented Customer Support Executive to join our dynamic team. This role serves as a vital link between our offshore clients and internal production teams, ensuring smooth communication, efficient ticket management, and high client satisfaction. The ideal candidate will have excellent communication skills (written and verbal), a strong client-centric mindset, and the ability to handle multitasking in a fast-paced environment.
Key Responsibilities:
- Professionally communicate with offshore clients via email, chat, and phone.
- Accurately understand and document client queries, suggestions, issues and assign them to the internal team.
- Track, follow up, and ensure timely resolution of tickets while keeping clients updated.
- Act as a single point of contact between offshore clients and internal teams.
- Interpret and relay developer queries or points to clients, gather feedback, and share it with the concerned team.
- Escalate issues based on predefined guidelines or escalation matrices.
- Reach out to potential clients and share the information with the Sales Team for follow-up.
- Assist the Account Team in following up with offshore clients regarding pending payments.
- Participate in process improvement initiatives and identify operational gaps.
- Conduct market research to generate and qualify leads for the Sales Team.
- Support the Sales Team in generating inquiries through professional social media portals.
- Embrace new tools, processes.
Preferred Skills and Tools:
Proficient in ticket management systems
Excellent understanding of web and mobile applications
Knowledge of communication tools and techniques
Ability to interpret client needs and provide suitable solutions
Experience in market research and lead generation
Familiarity with project management tools
Strong analytical and problem-solving skills
Compliance with documentation and reporting standards
Pay: Up to ₹600,000.00 per year
Work Location: In person
