Immediate Requirement
Customer Support Executive Male/Female
Educational Qualification - Any Degree
Salary - 18K-25K
Customer Support / Help Desk Executive – Roles & Responsibilities
Job Title:
Customer Support / Help Desk Executive
To provide prompt and effective technical and customer support, resolve customer queries, ensure customer satisfaction, and maintain smooth communication between customers and the organization.
Key Responsibilities
1. Customer Support
Attend customer calls, emails, WhatsApp messages, and support tickets.
Respond to customer inquiries professionally and promptly.
Understand customer requirements and provide appropriate solutions.
Follow up with customers until issues are resolved.
2. Help Desk Management
Log, track, and monitor customer complaints and service requests.
Create and maintain service tickets in the help desk system.
Escalate unresolved issues to the technical team or higher management.
Ensure timely closure of support tickets as per SLA.
3. Technical Coordination
Coordinate with engineers and service teams for issue resolution.
Schedule onsite visits, remote support sessions, and preventive maintenance activities.
Monitor progress of open service calls and update customers regularly.
4. Customer Relationship Management
Maintain positive relationships with existing customers.
Ensure high levels of customer satisfaction.
Collect customer feedback and share improvement suggestions with management.
Handle customer complaints professionally and effectively.
5. Documentation & Reporting
Maintain accurate records of customer interactions and service history.
Prepare daily, weekly, and monthly support reports.
Update customer databases and service records.
Maintain warranty, AMC, and service contract details.
6. Product & Service Knowledge
Stay updated on company products, services, and support procedures.
Assist customers with product usage, troubleshooting, and basic technical guidance.
Share product updates and service notifications with customers.
7. Administrative Support
Coordinate spare parts requirements with the service team.
Support quotation follow-ups and service contract renewals.
Assist in maintaining service schedules and engineer assignments.
Required Skills :
Excellent verbal and written communication skills.
Strong customer service orientation.
Basic technical troubleshooting knowledge.
Good organizational and multitasking abilities.
Proficiency in MS Office (Excel, Word, Outlook).
Ability to work under pressure and meet deadlines.
Problem-solving and conflict-resolution skills.
Key Performance Indicators (KPIs)
Customer Satisfaction Score (CSAT)
First Response Time (FRT)
Ticket Resolution Time
Number of Tickets Closed
SLA Compliance Rate
Customer Retention & Feedback Ratings
Service Call Closure Efficiency
Preferred Qualification
Any Graduate / Diploma (Technical background preferred).
1–3 years of experience in Customer Support, Help Desk, IT Support, or Service Coordination.
Experience with CRM or Help Desk software is an added advantage.
Reporting To: Service Manager / Operations Manager / Customer Support Manager.
Pay: ₹18,000.00 - ₹25,000.00 per month
Benefits:
- Cell phone reimbursement
- Leave encashment
- Life insurance
- Provident Fund
Ability to commute/relocate:
- Ekkattuthangal, Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- Current salary?(Required)
- Expected salary?, Immediate joiner(Required)
- Proficiency in MS Office (Excel, Word, Outlook) ?(Required)
- Do you have any experience CRM or Help Desk software ?(Required)
Education:
Experience:
- help desk or service coordinator: 2 years (Required)
- total: 1 year (Required)
Location:
- Ekkattuthangal, Chennai, Tamil Nadu (Required)
Work Location: In person
