Customer Support Executive

Role Purpose

The purpose of the role is to provide timely, empathetic, and effective support to customers across multiple channels, ensuring a smooth experience and high levels of customer satisfaction.

Key Responsibilities (KRAs) :

• Customer Support
• Respond to customer inquiries through phone, email, chat, and social media in a prompt and professional manner.
• Resolve customer issues with empathy and problem-solving skills, escalating complex cases where necessary.
• Service Delivery
• Follow established processes, policies, and best practices for handling customer queries.
• Ensure accurate documentation of all customer interactions and resolutions in the system.
• Quality & Efficiency
• Maintain high-quality service in every interaction by adhering to company guidelines.
• Strive to meet defined performance metrics such as response time, first-contact resolution, and customer satisfaction scores.
• Collaboration & Feedback
• Share recurring customer feedback and issues with the team and management for improvement.
• Coordinate with internal teams when needed to ensure customer concerns are addressed.
• Learning & Development
• Continuously build product knowledge and improve communication skills through training.
• Stay updated with company policies, new features, and processes to support customers better.

Functional Competencies

Eligibility Criteria