Job Summary
We are seeking a proactive, empathetic, and detail-oriented Customer Support Executive to join our team. In this role, you will be the frontline representative of our brand, responsible for addressing customer inquiries, troubleshooting issues, and ensuring outstanding service across all communication channels. If you are passionate about helping people, solving problems, and making a positive impact, we would love to have you on our team.
Key Responsibilities
- Customer Communication: Respond promptly to customer inquiries, complaints, and requests via phone, email, live chat, or social media.
- Issue Resolution & Troubleshooting: Analyse customer issues, identify root causes, and provide practical, step-by-step solutions to resolve problems efficiently.
- Product Education: Guide customers on how to effectively use products or services, explaining features and company policies clearly.
- Cross-Functional Collaboration: Coordinate with internal departments (such as tech, sales, billing, hr or logistics) to escalate complex issues and ensure timely outcomes.
- Follow-ups & Feedback: Conduct post-resolution follow-ups to ensure customer satisfaction and collect feedback to help improve the company's offerings.
- Process Improvement: Identify recurring customer issues and suggest improvements to support processes, knowledge base articles.
Required Skills & Qualifications
- Communication Skills: Excellent verbal and written communication skills in English and, ideally, regional languages (e.g., Hindi).
- Problem-Solving Ability: Strong analytical thinking to quickly find suitable, customer-friendly solutions.
- Patience & Empathy: Emotional intelligence to handle high-pressure situations and de-escalate frustrated or difficult customers calmly.
- Tech-Savviness: Familiarity with customer support software, ticketing systems, and basic computer applications.
- Time Management: Ability to handle multiple queries, juggle live chats and calls, and prioritize tasks effectively.
- A Bachelor’s degree in Business, Communications, or a related field (though relevant experience can often substitute for formal education).
Performance Metrics (KPIs)
Performance in this role is typically evaluated using:
- CSAT (Customer Satisfaction Score): Measures how satisfied customers are with the support they received.
- FCR (First Contact Resolution): The percentage of customer issues resolved during the very first interaction.
- AHT (Average Handling Time): The average time taken to resolve an inquiry from start to finish.
- Response Time: How quickly the executive acknowledges an incoming call, email, or chat.
Pay: ₹8,000.00 - ₹10,000.00 per month
Work Location: Hybrid remote in Ranchi, Jharkhand
