Customer Support Executive

5 days ago

Gurgaon, Haryana, India Resource Algorithm Full time ₹ 3,60,000 - ₹ 4,32,000 per year

Responsibilities

Customer Support & Escalation Handling -

  • Serve as the primary contact for customer escalations received through email and IVR channels.
  • Manage and resolve queries related to lounge access, card validation, and other service-related concerns.
  • Handle urgent or high-impact escalations promptly, ensuring resolution within agreed SLAs and TATs.

Coordination & Stakeholder Communication -

  • Providing support on Whatsapp groups
  • Liaise with partner lounges, banking partners, and internal operations/product teams for issue resolution.
  • Ensure seamless communication flow between all stakeholders and track issues end-to-end until closure.
  • Escalate recurring or critical issues proactively to ensure timely management intervention.

Reporting & Documentation -

  • Maintain accurate and up-to-date records of all customer interactions, complaints, and resolutions using CRM tools.
  • Prepare daily, weekly, and monthly reports on escalation trends, turnaround times, and performance metrics.
  • Support the management team with ad-hoc reporting and service analytics.

Experience and Skills

  • Bachelor's degree in any discipline from a recognized institution.
  • Knowledge of SQL and Excel.
  • 1-4 years of experience in customer support, escalation management, or operations.
  • Hands-on experience in handling
    IVR (voice)
    and
    email-based
    customer escalations.
  • Excellent communication and interpersonal skills with a problem-solving mindset.
  • Proficiency in
    CRM tools
    ,
    MS Excel
    , and performance reporting systems.
  • Strong coordination and multitasking skills; ability to work under pressure.

Company Budget upto 5-6 LPA

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