Job Title: Customer Support Executive
Location: [NSP Pitampura]
Department: Customer Support
Employment Type: Full-Time
Job Summary
We are seeking a Customer Support Executive to provide exceptional service and support to our customers. The ideal candidate will be responsible for handling customer inquiries, resolving issues efficiently, and ensuring a positive customer experience across multiple communication channels.
Key Responsibilities
- Respond to customer inquiries via phone, email, chat, and social media in a professional and timely manner.
- Resolve customer complaints and issues while maintaining high customer satisfaction levels.
- Provide accurate information about products, services, policies, and procedures.
- Record and maintain customer interactions in the CRM system.
- Escalate complex issues to the appropriate departments when necessary.
- Follow up with customers to ensure resolution and satisfaction.
- Identify recurring customer issues and share feedback with relevant teams for process improvement.
- Meet individual and team performance metrics, including response time, resolution time, and customer satisfaction scores.
- Stay updated on company products, services, and industry trends.
Required Qualifications
- Bachelor's degree in any discipline (preferred but not mandatory).
- 1–3 years of experience in customer service, customer support, or a similar role.
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in MS Office and CRM/customer support tools.
- Ability to multitask and manage time effectively.
- Customer-focused mindset with a positive attitude.
Preferred Skills
- Experience with customer support platforms such as Zendesk, Freshdesk, Salesforce, or similar tools.
- Strong listening and interpersonal skills.
- Ability to work in a fast-paced environment.
- Basic technical troubleshooting skills (if applicable).
Key Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT)
- First Response Time (FRT)
- First Contact Resolution (FCR)
- Average Resolution Time
- Customer Retention Rate
- Quality Assurance Scores
Pay: ₹15,000.00 - ₹20,000.00 per month
Benefits:
Work Location: In person
