Customer Support Executive
3 weeks ago
Role Overview:
The Customer Support Executive will be responsible for handling customer interactions across multiple channels (calls, emails, chats,), addressing queries, complaints, and requests in a timely and professional manner. The role requires strong communication skills, problem-solving ability, and a customer-first approach to ensure high levels of customer satisfaction and brand loyalty.
Key Responsibilities:
- Handle customer queries, complaints, and requests via phone, email, live chat, and social media.
- Provide accurate information regarding products, services, promotions, and order status.
- Assist customers with order placement, returns, exchanges, and refunds as per company policy.
- Ensure prompt resolution of issues while maintaining service quality and courtesy.
- Escalate unresolved or complex queries to the relevant department for timely closure.
- Maintain customer records and update the CRM with accurate details of interactions.
- Follow up with customers to ensure their issues are resolved satisfactorily.
- Work closely with store teams, logistics, and backend operations to provide seamless service.
- Collect customer feedback and share insights with management to improve processes.
- Adhere to customer service SLAs, company policies, and compliance requirements.
Key Skills & Competencies:
- Excellent verbal and written communication skills (English & local language).
- Strong interpersonal skills with a customer-first mind-set.
- Ability to handle pressure and manage difficult customers with empathy.
- Problem-solving and decision-making skills.
- Proficiency in MS Office and customer service/CRM tools.
- Basic knowledge of retail operations and e-commerce processes.
Qualifications & Experience:
- Graduate in any discipline (preferred: Business, Commerce, or related field).
- 3–5 years of experience in customer support/service, preferably in the retail or e-commerce sector.
Performance Indicators (KPIs):
- Customer Satisfaction Score (CSAT).
- First Call Resolution (FCR).
- Average Response & Resolution Time.
- Escalation Rate.
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