Customer Support Executive

2 weeks ago

Bengaluru, Karnataka, India Squared Circle E-Com Pvt. Ltd Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Job Summary:

We are looking for a Customer Support Executive
to join our team, handling both
English voice
and
non-voice channels
(such as email, chat, and social media). In this versatile role, you will be responsible for providing exceptional customer service across multiple platforms. You will handle customer inquiries, resolve issues, and deliver effective solutions, all while maintaining a high level of professionalism and empathy.

Key Responsibilities:

Voice Channel:

  • Respond to inbound customer calls, addressing inquiries, issues, and concerns in a clear and professional manner.
  • Provide timely and accurate solutions to customer problems while ensuring customer satisfaction.
  • Effectively document and track customer interactions and resolutions in the CRM system.
  • Escalate complex or unresolved issues to appropriate teams as needed.
  • Upsell or cross-sell products and services when relevant to the customer's needs.
  • Maintain a calm, friendly, and patient demeanor in high-pressure situations.

Non-Voice Channels (Email, Chat, Social Media):

  • Handle incoming customer inquiries and requests through email, live chat, and social media channels (Facebook, Twitter, etc.).
  • Respond to customer queries with timely and well-written solutions, ensuring clarity and professionalism.
  • Monitor and manage multiple non-voice channels simultaneously while providing quick, efficient responses.
  • Provide support for order-related queries, troubleshooting, and product/service information.
  • Address customer complaints or concerns by coordinating with relevant internal departments to resolve issues.
  • Follow up with customers on open tickets to ensure satisfaction and closure.

General Responsibilities:

  • Maintain up-to-date knowledge of company products, services, policies, and procedures to provide accurate information.
  • Track and report on customer feedback to identify common trends or issues.
  • Collaborate with other teams (e.g., technical support, sales, and operations) to resolve complex customer issues.
  • Meet or exceed performance metrics, including first call resolution, customer satisfaction, response times, and quality scores.
  • Ensure the accurate recording of customer interactions in CRM systems, ensuring data integrity and up-to-date documentation.
  • Handle sensitive customer data with care and in compliance with company policies.

Qualifications:

  • Previous experience in a customer service role, preferably in both voice and non-voice support.
  • Strong verbal and written communication skills in English, with a professional and clear speaking and writing style.
  • Ability to switch between voice and non-voice channels effectively while managing multiple inquiries.
  • Problem-solving skills and the ability to remain calm and focused in stressful situations.
  • A customer-centric approach with strong empathy, patience, and active listening skills.
  • Strong multitasking, organizational, and time-management skills.
  • Proficient in CRM systems, email, live chat tools, and Microsoft Office Suite.
  • High school diploma or equivalent (college degree preferred).

Preferred Skills:

  • Previous experience with handling social media support or live chat.
  • Familiarity with tools like Zendesk, Freshdesk, or other customer service platforms.
  • Experience with upselling or cross-selling in both voice and non-voice interactions.
  • Additional language skills are a plus (bilingual candidates are encouraged to apply).

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