Customer Support Executive

2 days ago

New Delhi, India 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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