Customer Support Representative

Role & responsibilities

We are looking for a customer-focused Customer Support Executive to handle customer queries, provide timely resolutions, and ensure a positive customer experience. The ideal candidate should have strong communication skills, problem-solving ability, and a customer-first approach.

Key Responsibilities

• Handle customer queries through voice, email, chat, or other support channels.
• Understand customer concerns and provide accurate and timely resolutions.
• Maintain a professional and positive interaction with customers.
• Troubleshoot basic customer issues and escalate complex cases to the appropriate team.
• Follow established SOPs, processes, and quality guidelines.
• Maintain accurate records of customer interactions and update CRM/ticketing systems.
• Meet defined SLA, productivity, quality, and customer satisfaction targets.
• Follow up with customers when required to ensure proper resolution.
• Identify recurring customer issues and report them to the relevant teams.
• Maintain confidentiality of customer and company information.