Customer Support Executive

Role & responsibilities

Key Responsibilities:

• Customer Interaction: Handle inbound and outbound customer queries via phone, email, chat, and social media. Respond to customer inquiries, troubleshoot issues, and provide solutions in a timely and professional manner.
• Issue Resolution: Resolve customer complaints, technical issues, and delivery-related problems. Ensure that all issues are documented and resolved to the customer's satisfaction.
• Product Knowledge: Develop in-depth knowledge of Shadowfax services, delivery processes, and technical systems to provide accurate information and support to customers.
• Collaboration: Work closely with internal teams (Operations, Tech, and Logistics) to ensure seamless coordination and resolve customer concerns.
• Complaint Handling: Address escalated customer concerns, ensuring a resolution while maintaining a positive and professional demeanor.
• Data Entry & Reporting: Maintain accurate records of customer interactions, feedback, and issues. Prepare regular reports to track customer support metrics and service performance.
• Quality Assurance: Ensure that service standards are consistently met and provide feedback for continuous improvement.
• • Customer Retention: Develop long-term relationships with customers by offering personalized service and creating a positive experience.

Preferred candidate profile

Hindi and English fluency

Perks and benefits