Job Title: Customer Service Support ExecutiveJob Summary
We are seeking a customer-focused and proactive Customer Service Support Executive to provide exceptional support to customers through phone, email, chat, and other communication channels. The ideal candidate will be responsible for resolving customer inquiries, handling complaints, maintaining accurate records, and ensuring a positive customer experience while adhering to company policies and service standards.
Key Responsibilities
- Respond to customer inquiries via phone, email, chat, and other communication channels in a timely and professional manner.
- Resolve customer complaints, issues, and service requests while ensuring high levels of customer satisfaction.
- Provide accurate information about products, services, policies, and processes.
- Record and maintain customer interactions, complaints, and resolutions in the CRM system.
- Escalate complex issues to the appropriate department and follow up until resolution.
- Coordinate with internal teams to ensure prompt and effective issue resolution.
- Process customer requests, account updates, service applications, and documentation as required.
- Maintain service quality standards and meet defined response and resolution timelines.
- Identify customer needs and recommend suitable products or services when appropriate.
- Collect customer feedback and suggest improvements to enhance the customer experience.
- Ensure compliance with company policies, quality standards, and regulatory requirements.
Required Qualifications
- Bachelor's degree in any discipline.
- 0–3 years of experience in customer service, customer support, call center, or client servicing.
- Freshers with excellent communication skills and a customer-oriented attitude are encouraged to apply.
Required Skills & Competencies
- Excellent verbal and written communication skills.
- Strong customer service and interpersonal skills.
- Active listening and problem-solving abilities.
- Ability to handle customer complaints professionally and empathetically.
- Basic computer proficiency and familiarity with Microsoft Office.
- Experience with CRM or customer support software is an advantage.
- Ability to multitask and work in a fast-paced environment.
- Strong organizational and time management skills.
- Positive attitude and team-oriented approach.
Key Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT).
- First Contact Resolution (FCR).
- Average Response Time (ART).
- Average Handling Time (AHT).
- Customer retention and service quality.
- Ticket resolution within defined Service Level Agreements (SLAs).
- Quality assurance and compliance scores.
Preferred Experience
- Experience in customer support, BPO, banking, e-commerce, healthcare, telecom, insurance, or financial services.
- Familiarity with CRM platforms such as Salesforce, Zoho CRM, Freshdesk, Zendesk, or similar tools.
- Experience handling inbound and outbound customer interactions.
Compensation & Benefits
- Competitive salary.
- Performance-based incentives.
- Health insurance and employee benefits.
- Paid training and career development opportunities.
- Opportunities for career progression within customer service and operations.
Pay: ₹20,000.00 - ₹30,000.00 per month
Benefits:
- Health insurance
- Paid sick time
- Provident Fund
Work Location: In person
