Job Summary
We are looking for an experienced and customer-focused Senior Customer Support Executive to join our team. The ideal candidate will have excellent communication skills, strong problem-solving abilities, and the capability to manage customer queries while ensuring a high level of customer satisfaction. The candidate should also be able to mentor junior team members, handle escalations, and contribute to process improvements.
Key Responsibilities
- Handle customer inquiries through phone, email, chat, and other communication channels.
- Resolve customer complaints and escalations efficiently while maintaining a positive customer experience.
- Provide accurate information about products, services, and company policies.
- Ensure timely resolution of customer issues within defined service levels (SLAs).
- Monitor and maintain customer satisfaction by delivering exceptional support.
- Investigate complex customer concerns and coordinate with internal teams for quick resolution.
- Maintain detailed records of customer interactions in the CRM system.
- Identify recurring issues and recommend process improvements.
- Assist in training, mentoring, and guiding junior customer support executives.
- Prepare daily, weekly, and monthly customer service reports.
- Ensure compliance with company policies and quality standards.
- Work closely with Sales, Operations, Product, and Technical teams to enhance customer experience.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong customer handling and conflict resolution skills.
- Ability to manage multiple tasks in a fast-paced environment.
- Strong analytical and problem-solving abilities.
- Good knowledge of CRM software and Microsoft Office (Excel, Word, Outlook).
- Leadership and team mentoring skills.
- Ability to work independently and collaboratively.
Qualifications
- Bachelor's degree in any discipline.
- 3–6 years of experience in Customer Support, Customer Success, or Client Service.
- Experience handling customer escalations is preferred.
- Experience working with international customers (US/UK/Australia) is an added advantage.
Preferred Qualifications
- Prior experience in BPO, SaaS, E-commerce, Digital Marketing, IT Services, or similar industries.
- Familiarity with customer support tools such as Zendesk, Freshdesk, Salesforce, HubSpot, or similar CRM platforms.
Key Competencies
- Customer-Centric Approach
- Leadership & Team Collaboration
- Communication & Interpersonal Skills
- Problem Solving & Decision Making
- Time Management
- Attention to Detail
- Adaptability & Multitasking
What We Offer
- Competitive salary and performance incentives.
- Career growth and leadership opportunities.
- Professional learning and development.
- Collaborative and supportive work environment.
- Employee recognition and reward programs.
Pay: ₹24,000.00 - ₹28,000.00 per month
Work Location: In person
