Customer Support Executive

19 hours ago

Gurugram, India Ofb Tech Full time

Job Description:
We are seeking a motivated and customer-focused Customer Support Executive/ Senior Executive to join our team in Gurgaon. In this role, you will be responsible for managing customer interactions across calls, emails, and chats, ensuring timely resolution of queries, and delivering an exceptional customer experience. You will work closely with internal teams such as Operations, Sales, and Accounts to address and resolve client issues efficiently.

Key Responsibilities:

  • Manage a high volume of incoming phone calls, emails, and chat interactions.
  • Identify and assess customer needs to achieve high levels of satisfaction.
  • Build and maintain strong, trust-based relationships with customer accounts through effective communication.
  • Provide accurate and complete information to customers using appropriate tools and methods.
  • Handle customer complaints and provide timely solutions and alternatives, ensuring follow-ups until resolution.
  • Maintain detailed and organized records of customer interactions, accounts, and documentation.
  • Coordinate with Operations, Sales, and Accounts teams to resolve client queries effectively.

Key Targets (Monthly, Quarterly, Annually):

  • Maintain response TAT consistently.
  • Ensure accurate and timely maintenance of customer records on a daily and monthly basis.

Essential Skills:

  • Strong communication and interpersonal skills with the ability to engage with customers effectively.
  • Problem-solving attitude with a focus on delivering quick and efficient solutions.
  • Ability to manage multiple tasks and prioritize effectively under pressure.
  • Proficiency in using CRM systems, customer support tools, and MS Office applications.
  • Attention to detail and organizational skills for record-keeping and documentation.

Qualifications:

  • Any bachelors degree.

  • 12 years of experience in customer support or a related client-facing role.

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