Customer Support Executive (CSE)

The Customer Support Executive plays a crucial role as the primary point of contact for customers, authors, distributors, and institutional partners. Your main responsibilities will include handling queries, resolving complaints, providing detailed product/service information, and ensuring overall customer satisfaction regarding books, journals, digital publications, and subscription services. You will be expected to respond promptly and professionally to customer inquiries through various channels such as phone, email, chat, and social media. Your duties will involve assisting customers with orders, subscriptions, billing, delivery issues, and product information. In cases of product or service problems, you will be required to clarify the customer's complaint, identify the root cause, and offer appropriate solutions or alternatives. To excel in this role, you must maintain a comprehensive understanding of the publishing products including books, eBooks, journals, etc., as well as the platforms such as webstores and content management systems. Effective coordination with editorial, production, sales, and logistics teams will be essential in resolving complex issues efficiently. Additionally, you will be responsible for managing CRM entries, tracking customer interactions, and generating regular reports on support metrics to ensure high-quality customer service standards. This position is full-time and permanent, with a day shift schedule and an in-person work location.,