Customer Support Executive (CSE)

Role Description – Customer Support Executive

Role Purpose

The purpose of the role is to provide timely, empathetic, and effective support to customers across

multiple channels, ensuring a smooth experience and high levels of customer satisfaction.

Key Responsibilities:

Customer Support

 Respond to customer inquiries through phone, email, chat, and social media in a prompt and

professional manner.

 Resolve customer issues with empathy and problem-solving skills, escalating complex cases

where necessary.

Service Delivery

 Follow established processes, policies, and best practices for handling customer queries.

 Ensure accurate documentation of all customer interactions and resolutions in the system.

Quality & Efficiency

 Maintain high-quality service in every interaction by adhering to company guidelines.

 Strive to meet defined performance metrics such as response time, first-contact resolution,

and customer satisfaction scores.

Collaboration & Feedback

 Share recurring customer feedback and issues with the team and management for

improvement.

 Coordinate with internal teams when needed to ensure customer concerns are addressed.

Learning & Development

 Continuously build product knowledge and improve communication skills through training.

 Stay updated with company policies, new features, and processes to support customers

better.

Functional Competencies

 Strong interpersonal and communication skills (verbal & written).

 Patience and empathy in handling customer concerns.

 Ability to problem-solve and remain calm in pressure situations.

 Basic technical aptitude to work with CRM/helpdesk tools.

Eligibility Criteria

 Bachelor’s degree (preferred) or equivalent work experience.

 2–5years of experience in customer service or a client-facing role.

 Familiarity with customer support tools/software is an advantage.

 Experience with retail D2C brands is a plus.

Pay: ₹20,000.00 - ₹40,000.00 per month

Work Location: In person