Customer Support Executive

Key Responsibilities:

• Customer Assistance: Serve as the first point of contact for customers via phone, email, live chat, and other communication channels. Address inquiries, provide product information, and guide customers through troubleshooting processes.

• Issue Resolution: Manage and resolve customer complaints or issues with professionalism and empathy. Ensure all concerns are addressed promptly and effectively to maintain customer satisfaction.

• Product Knowledge: Develop a thorough understanding of the company's products or services to provide accurate information, recommendations, and support to customers.

• Order Processing & Tracking: Assist customers with order status inquiries, returns, exchanges, and refunds. Ensure orders are processed accurately and efficiently, and follow up on pending cases.

• Feedback Collection: Collect customer feedback and report recurring issues, suggestions, or trends to the management team to improve service delivery.

• Customer Relationship Management: Maintain accurate customer records and document all interactions in CRM systems. Build rapport with customers to foster long-term relationships.

• Collaboration: Work closely with other departments (sales, technical support, logistics) to resolve complex issues and ensure smooth service delivery.

• Follow-up: Ensure that customers issues are fully resolved and follow up to confirm their satisfaction.