Customer Support Executive

2 weeks ago


Gurgaon, India Cosmo Solutions Pvt ltd Full time

Job Profile: Customer Support Executive (Digital Marketing)

Experience: minimum 2 years

Shift: 10am to 7pm (Monday to Friday)

**Salary**: As per company norms

Location: Sec-58, Gurugram

**Key Responsibilities**:

- Troubleshoot and resolve customer issues related to digital marketing campaigns, billing, technical problems, and other concerns. Escalate complex issues to the appropriate department when necessary and follow up until a resolution is achieved.
- Assist in the onboarding process for new clients, ensuring they have a smooth and positive experience from the beginning.
- Proactively engage with customers to gauge their satisfaction levels, gather feedback, and identify areas for improvement. Strive to build strong and lasting relationships with clients to enhance retention rates.
- Maintain an up-to-date knowledge base and FAQ repository to empower clients with self-help resources and reduce the number of repetitive queries.
- Collaborate with other teams within the organization, such as digital marketing strategists and technical support, to resolve client issues effectively and improve overall customer experience.
- Provide regular reports to the management team regarding customer feedback, common issues, and suggestions for process improvement.
- Ensure that customer interactions adhere to the company's quality standards, professionalism, and best practices.

**Qualifications and Skills**:

- Previous experience in customer support, preferably in a digital marketing agency or related industry, is must.
- Exceptional verbal and written communication skills are essential.
- A customer-centric approach with a strong sense of empathy towards clients' needs and concerns.
- Excellent problem-solving skills to resolve customer issues efficiently and effectively.
- Demonstrated ability to adapt to a fast-paced environment and handle multiple tasks simultaneously.
- Proficiency in using digital communication tools, customer support software, and Microsoft Office suite.
- A positive and enthusiastic attitude towards helping customers and contributing to the team's success.
- Familiarity with digital marketing concepts, including SEO, SEM, social media marketing, and content marketing, will be beneficial.

**Job Types**: Full-time, Regular / Permanent

**Salary**: ₹25,000.00 - ₹30,000.00 per month

**Benefits**:

- Leave encashment

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Yearly bonus

Ability to commute/relocate:

- Gurgaon, Haryana: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Are you ready to commute/relocate ?

**Experience**:

- Customer support executive: 2 years (required)
- escalation management: 2 years (required)
- Digital marketing: 2 years (required)
- Digital marketing Channels: 2 years (required)

**Language**:

- English (required)

Application Deadline: 07/08/2023
Expected Start Date: 14/08/2023



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