Customer Support Executive

Role & responsibilities

• Handle customer queries via phone, email, or chat.
• Provide prompt and accurate support to ensure customer satisfaction.
• Resolve issues related to product, service, billing, or technical problems.
• Escalate unresolved or complex queries to the relevant department.
• Manage escalations in a professional and timely manner.
• Maintain records of customer interactions and update CRM systems.
• Follow escalation matrix and ensure closure within defined SLAs.
• Coordinate with internal teams for resolution of customer complaints.
• Identify and report recurring issues to improve service quality.
• Ensure compliance with process guidelines and quality standards.
• Meet daily/weekly performance metrics (e.g., CSAT, TAT, AHT).
• Handle difficult customers with patience and empathy.
• Participate in team meetings, training, and process updates.
• Suggest improvements to enhance customer experience.