Customer Support Executive

About the Role:

We are seeking a motivated and customer-oriented Customer Service Executive to join our team. This

role involves handling customer inquiries, resolving complaints, and ensuring a seamless experience

across multiple communication channels (phone, email, chat). The position is key to maintaining strong

customer relationships and includes analyzing data to generate reports and provide insights for process

improvements.

Key Responsibilities:

1. Customer Interaction:

• Respond promptly and professionally to customer queries via phone, chat, and email.
• Provide accurate information and solutions to customer issues.
• Resolve complaints and customer concerns efficiently, ensuring customer satisfaction.
• Escalate complex issues to other support teams when necessary.

2. Record Keeping:

• Maintain detailed and accurate records of customer interactions, transactions, and

feedback using the internal ticketing system and other tools.

• Ensure all relevant data is logged for follow-up actions and future reference.

3. Product & Policy Knowledge:

• Stay up to date with product knowledge, company policies, and industry trends to provide

accurate and timely information to customers.

• Communicate product updates or changes to customers as required.

4. Trend Analysis & Reporting:

• Identify patterns and trends in customer queries, complaints, and service issues, and

report these insights to relevant teams to improve customer experience.

• Assist in the development of strategies to address recurring problems.
• Generate regular reports basis process requirement for management review.

5. Collaboration:

• Work closely with cross-functional teams to ensure customer issues are resolved

efficiently.

• Share feedback and insights with team members to enhance service quality and

efficiency.

Skills & Qualifications:

• Language Proficiency: Excellent verbal and written communication skills in English and Hindi (mandatory).
• Technical Skills: Proficiency in using customer service software, CRM systems (e.g., Zendesk,
• Freshdesk), Microsoft Office Suite (Excel, Word, Outlook) & Google Workspace (Sheets, Docs, Slides, etc.)
• Analytical Abilities: Strong problem-solving, research and critical thinking skills. Ability to make data-driven decisions and solve complex issues efficiently.
• Multitasking: Ability to handle multiple tasks simultaneously and manage time effectively in a fast-paced environment.
• Emotional Intelligence: Ability to empathize with customers, actively listen, and resolve conflicts in a professional and calm manner.
• Attention to Detail: Ability to maintain accurate records and track issues through resolution.
• Adaptability: Comfortable working in a dynamic environment with shifting priorities and customer demands.

Key Competencies:

1. Customer Focus: A genuine desire to help customers and ensure their needs are met, delivering

excellent customer service at all times.

2. Communication: Strong interpersonal skills with the ability to communicate clearly, concisely,

and effectively, both verbally and in writing.

3. Empathy: Ability to understand and respond to customer emotions and concerns, ensuring a

positive and empathetic experience.

4. Adaptability: Flexible approach to managing different types of customer interactions, and able to

adapt to changes in processes, systems, or products.

5. Teamwork: Strong collaboration skills, with the ability to work effectively with others across

departments to achieve customer service goals.

Preferred Qualifications:

• Experience in a customer service role (minimum 1-2 years) in a B2C environment.

• Knowledge of customer service best practices and customer engagement strategies.