Customer Support Executive

7 days ago

Gurugram Haryana, India MNR Solutions Pvt. Ltd. Full time

**Position Title**: Customer Support Executive

**Location**: Gurugram, India
**Experience**: 1 - 6 Years
**Industry Preference**: IT Consulting
**Employment Type**: Full-Time

**About the Role:

- **

**Key Responsibilities:

- **

**Customer Interaction & Support**
- Provide accurate and detailed information about the company’s products and services.
- Handle and resolve customer complaints effectively, ensuring customer satisfaction and retention.
- Proactively follow up on customer queries to ensure issues are fully resolved.

**Complaint Resolution & Escalation**
- Log and maintain detailed records of customer interactions, inquiries, feedback, and complaints.
- Identify recurring issues and escalate them to relevant departments or higher management for further action.
- Collaborate with internal teams (technical, operations, sales, etc.) to ensure customer needs are addressed promptly and accurately.

**Performance & Quality Management**
- Strive to meet or exceed key performance metrics, including **response time, resolution time, first-contact resolution, and customer satisfaction scores (CSAT)**.
- Continuously work on improving support processes and enhancing customer experiences.
- Suggest improvements based on customer feedback and market trends.

**Required Skills & Competencies:

- **
- Excellent **verbal and written communication skills** in English (additional languages are a plus).
- Strong interpersonal and problem-solving skills with a **customer-first mindset**.
- Ability to manage difficult conversations with patience, empathy, and professionalism.
- Good understanding of **CRM systems, ticketing platforms, and customer support tools**.
- Organizational skills with attention to detail for accurate documentation and reporting.
- Capability to work in a fast-paced environment and handle multiple queries simultaneously.

**Qualifications & Experience:

- **
- Graduate degree in any discipline (preferred: Business Administration, Communication, or related field).
- **1 - 6 years** of experience in a customer support, service desk, or client-facing role, preferably in the **IT consulting or technology sector**.
- Prior experience in handling B2B or enterprise clients will be an added advantage.

Work Location: In person

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