Fresher:: Customer Support Executive

Role & responsibilities

About the Role We are looking for a Customer Support Executive who is customer-focused, empathetic, and passionate about delivering a positive customer experience. The candidate will be responsible for handling customer queries, resolving product-related concerns, and providing timely and accurate assistance through various communication channels.

Key Responsibilities Customer Assistance

• Handle customer queries through phone, email, chat, and other support channels.

• Understand customer concerns and provide accurate information about products, features, and services.

• Ensure a smooth and positive customer experience through effective communication.

• Maintain professionalism while handling customer interactions.

Issue Resolution

• Identify, troubleshoot, and resolve customer issues within the defined TAT.

• Handle customer complaints patiently and provide appropriate solutions.

• Coordinate with technical or relevant internal teams for complex issues.

• Follow up with customers to ensure complete resolution of their concerns.

Product Knowledge

• Develop a strong understanding of the company's products and services.

• Stay updated with new product features, updates, processes, and policies.

• Guide customers effectively based on their requirements and product usage. Documentation & CRM

• Accurately record customer interactions, queries, complaints, and resolutions in the CRM/support system.

• Maintain records of frequently asked questions and recurring customer issues.

• Share recurring issues and customer feedback with the relevant teams. Customer Feedback

• Collect customer feedback and identify common pain points.

• Communicate customer suggestions and concerns to the internal teams.

• Contribute ideas to improve customer experience and support processes. Key Skills & Competencies

• Excellent verbal and written communication skills.

• Strong customer-handling and interpersonal skills.

• Patience, empathy, and a customer-first approach.

• Good problem-solving and decision-making abilities.

• Ability to handle challenging customer situations professionally.

• Ability to multitask and prioritize tasks effectively.

• Quick learner with the ability to understand new products and processes.

• Basic computer and CRM knowledge.

• Team player with a proactive and positive attitude.

• Knowledge of Tally is an added advantage.

Requirements

• 03 years of experience in Customer Support, Customer Care, BPO, or a similar role.

• Freshers with good communication skills can also apply.

• Graduate in any discipline.

• Strong Hindi & English communication skills.

• Willingness to work from office in Surat.

• Candidates should have a customer-oriented approach and willingness to learn.