Customer Support Executive (CSE)

Position Title: Customer Support Executive

Location: Gurugram, India
Experience: 1 – 6 Years
Industry Preference: IT Consulting
Diversity Requirement: Only Female Candidates
Employment Type: Full-Time

About the Role :-

We are looking for a Customer Support Executive who is passionate about delivering exceptional customer experiences and ensuring client satisfaction. The ideal candidate will have excellent communication skills, a customer-centric mindset, and the ability to resolve issues efficiently and professionally.

In this role, you will be the first point of contact for customers, addressing inquiries, resolving complaints, and ensuring seamless support through multiple communication channels such as phone, email, and chat. You will also collaborate closely with internal teams to deliver timely solutions and contribute to a high level of customer satisfaction.

Key Responsibilities :-

Customer Interaction & Support

• Respond promptly to customer inquiries via phone calls, emails, and chat in a professional and friendly manner.
• Provide accurate and detailed information about the company’s products and services.
• Handle and resolve customer complaints effectively, ensuring customer satisfaction and retention.
• Proactively follow up on customer queries to ensure issues are fully resolved.

Complaint Resolution & Escalation

• Log and maintain detailed records of customer interactions, inquiries, feedback, and complaints.
• Identify recurring issues and escalate them to relevant departments or higher management for further action.
• Collaborate with internal teams (technical, operations, sales, etc.) to ensure customer needs are addressed promptly and accurately.

Performance & Quality Management

• Strive to meet or exceed key performance metrics, including response time, resolution time, first-contact resolution, and customer satisfaction scores (CSAT).
• Continuously work on improving support processes and enhancing customer experiences.
• Suggest improvements based on customer feedback and market trends.

Required Skills & Competencies :-

• Excellent verbal and written communication skills in English (additional languages are a plus).
• Strong interpersonal and problem-solving skills with a customer-first mindset.
• Ability to manage difficult conversations with patience, empathy, and professionalism.
• Good understanding of CRM systems, ticketing platforms, and customer support tools.
• Organizational skills with attention to detail for accurate documentation and reporting.
• Capability to work in a fast-paced environment and handle multiple queries simultaneously.

Qualifications & Experience :-

• Graduate degree in any discipline (preferred: Business Administration, Communication, or related field).
• 1 – 6 years of experience in a customer support, service desk, or client-facing role, preferably in the IT consulting or technology sector.
• Prior experience in handling B2B or enterprise clients will be an added advantage.

Job Type: Full-time

Work Location: In person