Senior Customer Support Executive

Job Description

Job Title: Senior Customer Support Executive Location: [City, India e.g., Bengaluru, etc.] Company: Magicbricks Role Overview: We are looking for a proactive and customer-centric Senior Customer Support Executive to join our dynamic support team. You will be the voice of Magic bricks, handling customer interactions across multiple channels, resolving issues, and enhancing the user experience by providing timely, empathetic, and effective solutions. Key Responsibilities: Handle escalated queries from customers via phone, email, chat, and social media channels. Act as a point of contact for complex or sensitive customer issues and ensure quick resolution. Collaborate with internal teams (sales, product, tech, etc.) to resolve customer pain points. Maintain high levels of customer satisfaction through professional and efficient service. Monitor support KPIs (CSAT, TAT, FCR) and work toward continuous improvement. Provide mentoring to junior support staff; conduct training when required. Prepare reports on recurring customer issues and suggest process improvements. Maintain knowledge of product features, updates, and industry trends. Adhere to SLA and quality standards in every interaction. Qualifications: Graduate in any discipline; a background in Business/Communication is a plus. Minimum 3–5 years of experience in customer support, preferably in e-commerce, real estate, or tech platforms. Proficient in English and Hindi; knowledge of regional languages is a plus. Strong communication, problem-solving, and interpersonal skills. Experience with CRM tools (e.g., Freshdesk, Zendesk, Salesforce). Ability to multitask, prioritize, and work in a fast-paced environment. Preferred Skills: Experience handling high-volume support environments. Exposure to quality audits and customer feedback analysis. Familiarity with real estate market trends and user behavior is a plus. Role & responsibilities Preferred candidate profile Female candidates