Customer Excellence Executive

Job Summary

Responsible for supporting existing customers, handling support coordination, maintaining regular follow-up, collecting feedback, and helping improve customer satisfaction, retention, and engagement.

Main Responsibilities

• Handle customer support tickets and follow up until closure.
• Understand customer issues clearly and escalate them to the appropriate team when required.
• Coordinate with technical and development teams for issue resolution.
• Communicate status updates and resolutions professionally to customers.
• Follow up on pending and unresolved customer issues.
• Contact customers after issue resolution to confirm satisfaction.
• Collect customer feedback, suggestions, and recurring concerns.
• Request reviews and referrals from satisfied customers when appropriate.
• Guide customers on support-ticket procedures and available Horizon ERP features.
• Maintain customer interaction and support records accurately.
• Identify repeated complaints, dissatisfaction, or churn risk and report them internally.
• Support existing-customer engagement, retention, reactivation, and product-awareness activities.

Skills Required

• Good communication and customer-handling skills.
• Basic computer and software knowledge.
• Ability to understand and learn ERP workflows.
• Good follow-up and coordination skills.
• Patience, responsibility, and problem-solving ability.
• Ability to work with Support, Sales, and Technical teams.

Preferred Candidate

• Graduate with good communication and customer-handling skills.
• 0- 1 years of experience in customer support, customer service, ERP/software support, or a related role.
• Good spoken Malayalam and English; proficiency in Tamil and/or Hindi will be an added advantage.
• Comfortable using computers, software applications, and basic Excel.
• Quick learner with the ability to understand ERP workflows.
• Good follow-up, coordination, and problem-solving skills.
• Patient, responsible, and able to handle customers professionally.
• Candidates with basic accounting or ERP knowledge will have an advantage.