Customer Support Executive

Customer Support Executive

Job Overview

Our client is seeking proactive and articulate Customer Support Executives to join our team in Andheri, Mumbai. In this role, you will serve as the primary point of contact for customer queries, managing both inbound and outbound communication channels. You will be responsible for resolving customer escalations, tracking unresolved tickets through multi-tier escalation metrics, and maintaining accurate daily call logs using MS Excel.

Primary Responsibilities

• Inbound & Outbound Call Handling: Manage incoming customer service requests and perform outbound follow-up calls to deliver timely resolutions and maintain high customer satisfaction levels.
• Escalation Management: Handle complex or high-priority customer complaints professionally, de-escalating issues while ensuring adherence to company service standards.
• Multi-Tier Escalation Routing: Track pending customer requests, identifying non-resolutions and escalating tickets to relevant department leads according to predefined escalation levels.
• Data Management & Logging: Maintain clean, structured data logs in MS Excel covering daily call volumes, issue categorization, response times, and pending ticket status.
• Cross-Functional Coordination: Collaborate with internal operational teams to track query status and keep customers informed of ongoing resolutions.

Candidate Profile & Requirements

Essential Qualifications & Skills

• Education: Diploma or any Bachelor's Degree in any discipline.
• Language Proficiency: Mandatory fluency in both English and Hindi (spoken and written).
• Technical Skills: Practical working knowledge of MS Excel (data entry, basic formulas, filtering, and report sorting) and MS Word.
• Communication: Exceptional active listening, verbal articulation, and phone etiquette.
• Problem-Solving: Strong emotional intelligence and conflict-resolution abilities to manage difficult customer situations calmly.