Customer Support Executive

1 - 4 years

7 - 13 Lacs

Posted:1 day ago| Platform: Foundit logo

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Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities:

  • Customer Assistance:

  • Provide timely and accurate responses to customer inquiries via phone, email, live chat, and other communication channels.
  • Assist customers with product or service-related questions, concerns, and issues, ensuring their satisfaction.
  • Troubleshoot and resolve technical issues, guiding customers through the solution process.
  • Order Management:

  • Process and track customer orders, returns, exchanges, and refunds.
  • Ensure that customer orders are fulfilled correctly and on time, and update customers on their order status.
  • Handle billing inquiries, including discrepancies, charges, and payment issues.
  • Problem Resolution:

  • Address customer complaints and concerns in a professional and empathetic manner, aiming for swift and effective resolutions.
  • Escalate complex issues to higher-level support or management, ensuring that they are addressed appropriately and promptly.
  • Follow up with customers to ensure they are satisfied with the resolution of their concerns.
  • Product Knowledge & Recommendations:

  • Maintain in-depth knowledge of company products and services to offer accurate guidance and suggestions to customers.
  • Provide product recommendations based on customer preferences and needs, enhancing their experience.
  • Customer Feedback:

  • Collect and record customer feedback, ensuring that valuable insights are shared with the relevant departments to improve products and services.
  • Suggest improvements to enhance the customer support experience based on direct feedback.
  • Documentation & Reporting:

  • Maintain accurate and updated customer records in CRM systems.
  • Document all customer interactions and support tickets to ensure efficient follow-ups and reference.
  • Prepare reports on customer support performance, such as call volume, resolution times, and customer satisfaction levels.
  • Team Collaboration:

  • Collaborate with other teams, including sales, technical support, and product teams, to resolve customer issues and improve service delivery.
  • Share customer feedback and insights to contribute to the development of new products or enhancements to existing services.
  • Adherence to Policies:

  • Ensure compliance with company policies, procedures, and customer service standards.
  • Stay updated on company product changes, service protocols, and industry best practices.

Required Qualifications:

  • High school diploma or equivalent (Bachelor's degree preferred).
  • Proven experience in a customer service or support role, ideally in a call center or customer-facing environment.
  • Strong verbal and written communication skills.
  • Excellent problem-solving and troubleshooting abilities.
  • Ability to remain calm and professional in challenging situations.
  • Basic computer skills and experience with CRM systems (e.g., Zendesk, Freshdesk, Salesforce).
  • Strong multitasking skills and the ability to manage several tasks simultaneously.
  • A customer-first mindset with a passion for delivering exceptional service.

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