Customer Support Executive

Responsibilities

Customer Support & Escalation Handling -

Serve as the primary contact for customer escalations received through email and IVR channels.

Manage and resolve queries related to lounge access, card validation, and other service-related concerns.

Handle urgent or high-impact escalations promptly, ensuring resolution within agreed SLAs and TATs.

Coordination & Stakeholder Communication -

Providing support on Whatsapp groups

Liaise with partner lounges, banking partners, and internal operations / product teams for issue resolution.

Ensure seamless communication flow between all stakeholders and track issues end-to-end until closure.

Escalate recurring or critical issues proactively to ensure timely management intervention.

Reporting & Documentation -

Maintain accurate and up-to-date records of all customer interactions, complaints, and resolutions using CRM tools.

Prepare daily, weekly, and monthly reports on escalation trends, turnaround times, and performance metrics.

Support the management team with ad-hoc reporting and service analytics.

Experience and Skills

Bachelor’s degree in any discipline from a recognized institution.

Knowledge of SQL and Excel.

1-4 years of experience in customer support, escalation management, or operations.

Hands-on experience in handling IVR (voice) and email-based customer escalations.

Excellent communication and interpersonal skills with a problem-solving mindset.

Proficiency in CRM tools , MS Excel , and performance reporting systems.

Strong coordination and multitasking skills; ability to work under pressure.

Company Budget upto 5-6 LPA