Customer Support Executive

Role Overview :

The Customer Support Executive will be responsible for handling customer interactions across multiple channels (calls, emails, chats,), addressing queries, complaints, and requests in a timely and professional manner. The role requires strong communication skills, problem-solving ability, and a customer-first approach to ensure high levels of customer satisfaction and brand loyalty.

Key Responsibilities :

Handle customer queries, complaints, and requests via phone, email, live chat, and social media.

Provide accurate information regarding products, services, promotions, and order status.

Assist customers with order placement, returns, exchanges, and refunds as per company policy.

Ensure prompt resolution of issues while maintaining service quality and courtesy.

Escalate unresolved or complex queries to the relevant department for timely closure.

Maintain customer records and update the CRM with accurate details of interactions.

Follow up with customers to ensure their issues are resolved satisfactorily.

Work closely with store teams, logistics, and backend operations to provide seamless service.

Collect customer feedback and share insights with management to improve processes.

Adhere to customer service SLAs, company policies, and compliance requirements.

Key Skills & Competencies :

Excellent verbal and written communication skills (English & local language).

Strong interpersonal skills with a customer-first mind-set.

Ability to handle pressure and manage difficult customers with empathy.

Problem-solving and decision-making skills.

Proficiency in MS Office and customer service / CRM tools.

Basic knowledge of retail operations and e-commerce processes.

Qualifications & Experience :

Graduate in any discipline (preferred : Business, Commerce, or related field).

3–5 years of experience in customer support / service, preferably in the retail or e-commerce sector.

Performance Indicators (KPIs) :

Customer Satisfaction Score (CSAT).

First Call Resolution (FCR).

Average Response & Resolution Time.

Escalation Rate.