Key Responsibilities

Handle inbound and outbound customer contacts (phone, email, chat, social media) and respond to inquiries in a timely and accurate manner.
Troubleshoot and resolve customer issues; escalate more complex problems to other teams when necessary.
Provide customers with information about products/services, guide them on usage or policy, and ensure their understanding.
Record and log customer interactions, maintain accurate customer histories in CRM or help-desk tools.
Gather customer feedback and insights, and share with relevant internal teams (product, operations, sales) to improve processes and offering.
Meet or exceed key support metrics such as first-contact resolution, customer satisfaction, response time.
Work collaboratively with other departments (sales, product development, operations) to ensure end-to-end customer satisfaction.
May be required to work in shifts (including evenings/nights), handle workload during busy periods, and adhere to company policies and standards.

Required Skills & Experience

Bachelor's degree or equivalent (in business, communications, or related field) is preferred.
Strong verbal and written communication skills in English (additional regional languages are a plus).
Good problem-solving skills, ability to remain calm under pressure, and a customer-centric attitude.
Experience with CRM, ticketing systems or help-desk tools.
Ability to multitask, manage time effectively, and maintain accurate records.
Familiarity with MS Office (Excel, Word) and basic computer literacy.
Flexibility to work in shifts (if required by business).

Desired (Optional)

Experience in [industry specific: e.g., e-commerce, SaaS, telecom, aviation].
Multilingual proficiency (especially helpful in diverse markets).
Prior experience in technical support or using specific software/tools relevant to business.
Ability to train/mentor junior staff or take part in process improvement initiatives.

Key Performance Indicators (KPIs)

Contact :

Rinkal Kothiya

98249 45442

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Customer Support Executive