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Job Description – Customer Support Executive – Issue Resolution &amp; Escalations
Job Title: Customer Support Executive – Issue Resolution &amp; Escalations Experience Required: 1+ Years Location: Hi-Tech City, Madhapur, Hyderabad Salary: ₹3 LPA – 5 LPA + Performance-Based Incentives
Job Overview
We are seeking empathetic, solution-oriented Customer Support Executives with proven experience in handling customer queries, complaints, and escalations. The ideal candidate will be the voice of the company for our customers, responsible for resolving issues quickly and effectively, managing escalated cases to closure, and ensuring a consistently positive customer experience. This role requires strong communication skills, patience under pressure, and a problem-solving mindset.
Key Responsibilities
<ul>
<li>Handle inbound and outbound calls, emails, and chats to address customer queries, complaints, and service requests</li>
<li>Understand customer issues, identify root causes, and provide accurate, timely resolutions</li>
<li>Manage escalated and high-priority cases, taking full ownership until closure</li>
<li>Coordinate with internal teams (operations, logistics, quality, product, finance) to resolve complex issues</li>
<li>Handle order-related concerns including delivery delays, returns, refunds, replacements, and product usage queries</li>
<li>Calm and de-escalate dissatisfied customers while maintaining professionalism and empathy</li>
<li>Meet and exceed KPIs such as First Call Resolution (FCR), Turnaround Time (TAT), CSAT, and SLA adherence</li>
<li>Maintain accurate records of customer interactions, tickets, and resolutions in CRM/ticketing systems</li>
<li>Follow up proactively with customers to confirm resolution and satisfaction</li>
<li>Identify recurring issues and share feedback with internal teams to improve processes and products</li>
</ul>
Required Skills &amp; Qualifications
<ul>
<li>1+ years of experience in customer support, customer service, or a helpdesk/escalations role</li>
<li>Strong communication and interpersonal skills (verbal, written, and active listening)</li>
<li>Proven ability to handle difficult customers and resolve escalations effectively</li>
<li>Strong problem-solving and analytical thinking skills</li>
<li>Ability to stay calm, patient, and composed under pressure</li>
<li>Basic computer knowledge and familiarity with CRM or ticketing tools (e.g., Freshdesk, Zendesk, Salesforce)</li>
<li>Good multitasking and time-management skills</li>
<li>Fluency in English and Hindi is mandatory, along with one regional language - Tamil, Telugu, Marathi, etc</li>
</ul>
Preferred Attributes
<ul>
<li>Experience in Health &amp; Wellness, Pharma, Nutraceutical, or e-commerce customer support will be an added advantage</li>
<li>Prior experience handling escalation desks or grievance/complaint management</li>
<li>Customer-first attitude with a strong sense of ownership and accountability</li>
<li>Empathetic, patient, and detail-oriented personality</li>
</ul>
Work Schedule
<ul>
<li>6-day working week</li>
<li>Rotational week off</li>
<li>Day shift</li>
</ul>
Compensation &amp; Benefits
<ul>
<li>Fixed starting salary of ₹3 LPA – 5 LPA</li>
<li>Attractive performance-based incentives linked to CSAT and resolution metrics</li>
<li>Opportunities for career growth into Team Lead / Escalations Specialist roles</li>
<li>Training and skill development programs</li>
<li>Supportive and collaborative work environment</li>
</ul>
Pay: ₹300,000.00 - ₹500,000.00 per year
Work Location: In person

Customer Support Executive – Issue Resolution & Escalations

Customer Support Executive – Issue Resolution & Escalations

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