Job Description – Customer Support Executive – Issue Resolution & Escalations

Job Title: Customer Support Executive – Issue Resolution & Escalations

Experience Required: 1+ Years

Location: Hi-Tech City, Madhapur, Hyderabad

Salary: 3 LPA – 4 LPA + Performance-Based Incentives

Job Overview

We are seeking empathetic, solution-oriented Customer Support Executives with proven experience in handling customer queries, complaints, and escalations. The ideal candidate will be the voice of the company for our customers, responsible for resolving issues quickly and effectively, managing escalated cases to closure, and ensuring a consistently positive customer experience. This role requires strong communication skills, patience under pressure, and a problem-solving mindset.

Key Responsibilities

Handle inbound and outbound calls, emails, and chats to address customer queries, complaints, and service requests
Understand customer issues, identify root causes, and provide accurate, timely resolutions
Manage escalated and high-priority cases, taking full ownership until closure
Coordinate with internal teams (operations, logistics, quality, product, finance) to resolve complex issues
Handle order-related concerns including delivery delays, returns, refunds, replacements, and product usage queries
Calm and de-escalate dissatisfied customers while maintaining professionalism and empathy
Meet and exceed KPIs such as First Call Resolution (FCR), Turnaround Time (TAT), CSAT, and SLA adherence
Maintain accurate records of customer interactions, tickets, and resolutions in CRM/ticketing systems
Follow up proactively with customers to confirm resolution and satisfaction
Identify recurring issues and share feedback with internal teams to improve processes and products

Required Skills & Qualifications

1+ years of experience in customer support, customer service, or a helpdesk/escalations role
Strong communication and interpersonal skills (verbal, written, and active listening)
Proven ability to handle difficult customers and resolve escalations effectively
Strong problem-solving and analytical thinking skills
Ability to stay calm, patient, and composed under pressure
Basic computer knowledge and familiarity with CRM or ticketing tools (e.g., Freshdesk, Zendesk, Salesforce)
Good multitasking and time-management skills
Fluency in English and Hindi is mandatory, along with one regional language - Tamil, Telugu, Marathi, etc

Work Schedule

6-day working week
Rotational week off
Day shift

Customer Support Executive Issue Resolution & Escalations