Customer Support Executive (CSE)

Job Title: Customer Support Executive

Industry: Beauty & Personal Care

Reporting To: Customer Support – Manager

Experience: 1–3 Years

Location: Santacruz (W), Mumbai

Employment Type: Full-time | Work from Office

• Key Responsibilities:

 Handle customer queries and concerns through email, social media chat, and phone calls.

 Manage approximately 70% email and social media chat support and 30% calling.

 Respond to customer queries accurately and within the defined turnaround time (TAT).

 Understand customer concerns and provide appropriate solutions or resolutions.

 Follow up with customers wherever required until the issue is resolved.

 Handle customer complaints professionally and escalate complex issues to the relevant team.

 Maintain accurate records of customer interactions and update the CRM / system regularly.

 Coordinate with internal teams to resolve customer issues effectively.

 Follow established customer service processes, policies, and quality standards.

 Maintain a professional and courteous tone across all communication channels.

 Identify recurring customer issues and share feedback with the relevant teams to improve the customer experience.

 Meet defined SLA, response time, quality, productivity, and customer satisfaction targets.

• Required Skills:

 Excellent written and verbal communication skills.

 Strong email writing and chat-handling skills.

 Good listening and interpersonal skills.

 Ability to handle customer complaints calmly and professionally.

 Good typing speed and accuracy.

 Ability to multitask and manage multiple customer conversations simultaneously.

 Basic knowledge of CRM, ticketing systems, email, and social media platforms.

 Good problem-solving and decision-making abilities.

 Ability to work independently as well as part of a team.

• KPIs:

 Email and chat response time

 Resolution time / TAT

 Customer Satisfaction (CSAT)

 Quality of responses

 First Contact Resolution (FCR)

 Call handling and productivity

 SLA adherence

 Customer complaint resolution

Pay: From ₹20,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Ability to commute/relocate:

• Santacruz West, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• What is your Current Take Home Salary?
• What is your Expected Take Home Salary?
• If selected, how soon you can join?
• The age criteria for this role is 22 to 32 years. Candidates within this age range are requested to apply.

Please mentioned your AGE:

Experience:

• 3years: 1 year (Required)

Work Location: In person