Customer Support Executive

Role overview

This position is focused on supporting customers across several communication channels, resolving complaints and queries efficiently, and making sure every interaction is handled with care and ownership. The role also involves working closely with internal teams so that issues are closed quickly and customers receive a smooth, empathetic experience.

Key responsibilities

• Respond to customer questions and complaints through different channels, including phone and email.
• Work through roughly 9 to 10 customer tickets each hour.
• Build a strong understanding of the product and its features to troubleshoot issues more effectively.
• Maintain clear and accurate records of customer conversations, transactions, comments, and complaints.
• Share relevant issues with the correct internal teams and coordinate with them until the matter is resolved.
• Deliver a customer-first experience that shows empathy and supports satisfaction at every step.
• Take full responsibility for each customer interaction and work toward a positive outcome.
• Track and report recurring product or service issues and trends to the relevant support teams.

Requirements

• A graduation degree is compulsory.
• At least 1 year of experience in customer service is required; experience in e-commerce or hospitality is preferred.
• Strong comprehension ability to understand customer concerns accurately.
• Good written communication skills with the ability to draft clear, concise, and correct responses.
• Strong problem-solving ability.

Role aliases

Customer Support, Customer Care Executive, Customer Support Representative