Customer Support Executive

We are looking for a customer-focused and proactive Customer Support Executive to assist customers throughout their journey with our product or services. The ideal candidate should have strong communication skills, a problem-solving mindset, and the ability to understand customer concerns and provide timely, effective solutions.

You will work closely with the Sales, Product, Marketing, and Technical teams to resolve customer queries, provide product guidance, ensure customer satisfaction, and maintain positive long-term customer relationships.

Key Responsibilities

• Handle customer queries through calls, emails, chat, and other communication channels.
• Provide accurate information and timely assistance regarding company products and services.
• Help customers with product onboarding, account setup, and basic troubleshooting.
• Understand customer concerns and provide appropriate solutions or escalate issues when required.
• Follow up with customers to ensure their issues are resolved satisfactorily.
• Maintain accurate records of customer interactions, complaints, feedback, and resolutions.
• Guide customers on product features, functionality, and best practices.
• Coordinate with internal teams to resolve technical and service-related issues.
• Monitor pending customer queries and ensure timely resolution within defined timelines.
• Collect customer feedback and share recurring issues and improvement suggestions with the relevant teams.
• Build positive customer relationships through professional communication and consistent support.
• Assist with customer retention by ensuring a smooth and satisfactory support experience.
• Prepare daily or weekly reports on customer queries, complaints, and resolution status.
• Maintain a professional, helpful, and customer-first approach in every interaction.

What We Are Looking For

• 0–2 years of experience in Customer Support, Customer Service, Client Coordination, or a similar role.
• Freshers with strong communication skills and a willingness to learn may also apply.
• Excellent verbal and written communication skills.
• Good problem-solving, listening, and interpersonal skills.
• Basic knowledge of computers, MS Office, Google Workspace, and email communication.
• Ability to understand customer requirements and explain solutions clearly.
• Comfortable handling multiple customer queries and managing priorities.
• Patient, organized, proactive, and detail-oriented.
• Ability to work collaboratively with cross-functional teams.
• Willingness to learn new software, tools, and product functionalities.

Good to Have

• Experience supporting SaaS products or B2B customers.
• Familiarity with CRM, ticketing, or customer support tools.
• Basic understanding of technical troubleshooting.
• Experience handling international customers.
• Knowledge of customer service standards and support processes.

Key Performance Indicators (KPIs)

• Customer satisfaction (CSAT).
• First response time.
• Average resolution time.
• First-contact resolution rate.
• Number of queries resolved within the defined timeline.
• Customer complaint and escalation management.
• Customer feedback and service quality.
• Accuracy of customer records and support documentation.

Pay: ₹10,000.00 - ₹25,000.00 per month

Work Location: In person