Customer Success Executive

# Job Description: Customer Support Representative (CSR)

## Role Overview

The Customer Support Representative (CSR) is responsible for delivering a seamless customer experience by handling queries, providing timely updates, and supporting issue resolution across the project lifecycle. This role requires strong coordination with internal teams and a proactive approach to ensure customer satisfaction.

## Key Responsibilities

Serve as the first point of contact for customer queries via calls, emails, and chats

Provide clear, accurate, and timely updates on project status

Coordinate with cross-functional teams (design, production, logistics, installation) for real-time updates

Log, track, and follow up on all customer interactions and requests

Identify potential risks or delays and escalate proactively to the concerned teams

Support escalation handling by ensuring timely routing and follow-ups

Maintain professional and empathetic communication with customers

Ensure all updates and interactions are properly documented in the system

## Customer Experience

Handle customer concerns with empathy, clarity, and ownership

Ensure quick response times and consistent follow-ups

Build trust through transparent and proactive communication

## Operational Responsibilities

Monitor open tickets and ensure timely resolution

Adhere to defined SOPs and processes

Highlight process gaps and recurring issues to the manager

Support the team in improving response quality and turnaround time

## Skills & Qualifications

Strong verbal and written communication skills

Good problem-solving and coordination abilities

Ability to multitask and work in a fast-paced environment

Basic proficiency in customer support tools/CRM systems

High ownership and customer-first mindset

## Key Metrics (KPIs)

First Response Time (FRT)

Ticket Resolution Time (TAT)

Customer Satisfaction (CSAT)

Ticket Closure Efficiency

Escalation Handling Effectiveness

## Additional Notes

Suitable for candidates with 0–3 years of experience in customer support or operations

Requires strong coordination, accountability, and willingness to learn

Plays a critical role in ensuring smooth customer communication and experience