Customer Support Executive (CSE)

Job Title: Customer Support Executive

Job Summary

We are looking for a Customer Support Executive to provide excellent customer service by handling customer inquiries, resolving issues, and ensuring a positive customer experience. The ideal candidate should have strong communication skills, patience, and a customer-focused approach.

Key Responsibilities

• Respond to customer queries via phone, email, chat, or social media.
• Resolve customer complaints in a timely and professional manner.
• Provide accurate information about products and services.
• Record customer interactions and maintain updated customer records.
• Escalate complex issues to the appropriate department when necessary.
• Follow up with customers to ensure issues are resolved.
• Meet customer satisfaction and response time targets.
• Collaborate with internal teams to improve customer experience.
• Stay updated on company products, services, and policies.

Required Qualifications

• Bachelor's degree (preferred) or equivalent qualification.
• 1–3 years of experience in customer support, customer service, or a similar role.
• Freshers with excellent communication skills may also apply.

Required Skills

• Excellent verbal and written communication.
• Strong problem-solving and conflict-resolution skills.
• Active listening and empathy.
• Basic computer proficiency (MS Office, email, CRM software).
• Ability to multitask and work under pressure.
• Good time management and organizational skills.
• Team player with a positive attitude.

Preferred Skills

• Experience with CRM tools such as Salesforce, Zoho CRM, or Freshdesk.
• Knowledge of customer service best practices.
• Ability to communicate in multiple languages is an advantage.

Working Conditions

• Full-time position.
• Work from office (Borivali West- Gorai).

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT) score.
• First Response Time (FRT).
• Average Resolution Time (ART).
• First Contact Resolution (FCR).
• Quality assurance score.
• Customer retention and feedback ratings.

Salary: As per company standards and candidate experience.

Pay: ₹10,000.00 - ₹20,000.00 per month

Work Location: In person