Customer Support Executive

Role & responsibilities

Manage customers orders (Outbound) calls booked by sales team and assess customers needs

to achieve satisfaction and make customers given with proper information about the product

and ensure they are happily onboarded into the system with NPS.

• Build sustainable relationships and trust with customer accounts through open and interactive

communication. Provide accurate, effective, and complete information using appropriate

methods and tools within the time limits. Ensure follow-up to resolve assigned customer

callback requests within the specified TAT.

• Ensure customer ads are accurately updated in Sulekha and all required platforms with 100%

quality adherence.

• Keep clear records of customer interactions and files/documents in the CRM.
• Contributes to team effort by accomplishing related results as needed.
• Onboarding the customers by explaining the product and process. (welcome/ Activation call)
• Ensure to collect positive ratings from customers based on the onboarding experience.
• Derive outline of a problem to ensure that they are permanently fixed either via process or

system.

Preferred candidate profile

Fresher or 1+ years experience in customer service operations with manageable language.

Product knowledge, quality focus, problem solving, documentation skills, phone skill, listening,

resolving conflict, analyzing information

• Must have basic functionalities of MS Excel & Word and customer management tools
• Should handle both Inbound and outbound calls.

Personal requirement

• Possess strong interpersonal skills, including active listening with patience.
• The capacity to remain calm under intense pressure, especially when dealing with angry

customers, well-presented, tactful, and polite.

• Familiarity with CRM systems and practices.
• Ambitious and flexible

Perks and benefits

A Customer Service Representative (CSE), will provide product/services information, resolve any

emerging problems with accuracy and efficiency that our customer accounts might face.

CSE Should

Having excitement to help customers, must be polite, empathetic, and passionately communicative.

Think from customer angle and support them when necessary.

Candidates should have confidence in troubleshooting and investigate if the customers dont have

enough information. CSE should clearly explain the details and set the right expectation. Maintain a

solution-oriented mindset to resolve issues efficiently. (i.e. naturally CSE should be in a problem-solving

mentality).