Customer Support Executive

3 weeks ago

Mumbai Maharashtra India, Maharashtra Just In Time Full time

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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