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Customer Support Executive

Customer Support Executive

Resource Algorithmpune, India
1 day ago
Job description

Key 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.

    • BUDGET for the above profile : 6 LPA, and location is T3 terminal (Delhi)

    Shift- Rotational shift

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