Customer Support Executive

About the Role

We are seeking a Customer Support Executive to address customer inquiries and complaints efficiently through various communication channels. The role involves resolving issues swiftly to ensure customer satisfaction and working closely with internal departments for seamless service provision. Reporting and documenting customer interactions and feedback will be crucial for improving service quality. Adherence to established quality and performance standards is expected.

Key Responsibilities

• Manage customer questions and grievances via multiple platforms.
• Provide prompt resolution to customer problems, ensuring their satisfaction.
• Collaborate with different teams within the organization to deliver smooth service.
• Gather and report customer feedback to enhance the overall experience.
• Keep detailed records of all customer engagements.
• Achieve set quality and performance targets consistently.

Required Skills and Qualifications

• Between one to three years of experience in customer support, preferably in direct-to-consumer (D2C), on-demand services, hyperlocal sectors, or beauty/wellness industries.
• Proficient in English and Hindi languages.
• Experienced with CRM and cloud telephony platforms such as Exotel, Knowlarity, Ozonetel, or their equivalents.
• Familiarity with ticket management systems including Zoho Desk, Freshdesk, Zendesk, or similar tools.
• Ability to manage multiple tasks simultaneously, handling calls, chat, and ticket queues.