Customer Support Executive

Job Description: Customer Support Executive

Company: International gemological institue

Position: Customer Support Executive

Department: Customer Service / Operations

Location: Mumbai

Employment Type: Full-time

Experience: 2 years

Job Summary We are looking for a customer-focused and enthusiastic Customer Support Executive to handle customer queries, provide timely assistance, resolve complaints, and ensure a positive customer experience. The ideal candidate should have strong communication skills, a professional attitude, and the ability to manage multiple customer interactions efficiently.

Key Responsibilities

• Handle customer queries through phone, email, chat, and other communication channels.
• Provide accurate information regarding IGI services, processes, documentation, and status updates.
• Resolve customer complaints and concerns professionally and within defined timelines.
• Coordinate with internal departments to resolve customer issues.
• Maintain accurate records of customer interactions, requests, and complaints.
• Follow up with customers to ensure satisfactory resolution.
• Escalate complex or unresolved issues to the appropriate team or supervisor.
• Ensure adherence to company policies, service standards, and customer-service procedures.
• Maintain confidentiality of customer and company information.
• Prepare basic reports and maintain daily/weekly customer-service records.

Required Skills

• Excellent verbal and written communication skills.
• Good interpersonal and customer-handling skills.
• Strong listening and problem-solving abilities.
• Basic knowledge of MS Office, email, and CRM systems.
• Ability to work under pressure and manage multiple tasks.
• Professional, polite, and positive approach toward customers.
• Good attention to detail.

Qualification

• Graduate in any discipline.
• Prior experience in customer service, front office, BPO, or a similar role is preferred.
• Freshers with strong communication skills may also be considered.

Key Performance Indicators (KPIs)

• Customer satisfaction and service quality.
• Response and resolution time.
• First-contact resolution rate.
• Accuracy of customer information and records.
• Complaint-resolution efficiency.
• Adherence to service and company standards.

What We Offer

• Competitive salary.
• Professional and supportive work environment.
• Learning and career-growth opportunities.
• Training and development opportunities.

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