Customer Support Executive

3 days ago

Ahmedabad, Gujarat, India SKIPS University Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Key Responsibilities

  • Handle inbound and outbound customer contacts (phone, email, chat, social media) and respond to inquiries in a timely and accurate manner.
  • Troubleshoot and resolve customer issues; escalate more complex problems to other teams when necessary.
  • Provide customers with information about products/services, guide them on usage or policy, and ensure their understanding.
  • Record and log customer interactions, maintain accurate customer histories in CRM or help-desk tools.
  • Gather customer feedback and insights, and share with relevant internal teams (product, operations, sales) to improve processes and offering.
  • Meet or exceed key support metrics such as first-contact resolution, customer satisfaction, response time.
  • Work collaboratively with other departments (sales, product development, operations) to ensure end-to-end customer satisfaction.
  • May be required to work in shifts (including evenings/nights), handle workload during busy periods, and adhere to company policies and standards.

Required Skills & Experience

  • Bachelor's degree or equivalent (in business, communications, or related field) is preferred.
  • Strong verbal and written communication skills in English (additional regional languages are a plus).
  • Good problem-solving skills, ability to remain calm under pressure, and a customer-centric attitude.
  • Experience with CRM, ticketing systems or help-desk tools.
  • Ability to multitask, manage time effectively, and maintain accurate records.
  • Familiarity with MS Office (Excel, Word) and basic computer literacy.
  • Flexibility to work in shifts (if required by business).

Desired (Optional)

  • Experience in [industry specific: e.g., e-commerce, SaaS, telecom, aviation].
  • Multilingual proficiency (especially helpful in diverse markets).
  • Prior experience in technical support or using specific software/tools relevant to business.
  • Ability to train/mentor junior staff or take part in process improvement initiatives.

Key Performance Indicators (KPIs)

  • Customer satisfaction score (CSAT)
  • First contact resolution rate
  • Average response / resolution time
  • Tickets handled per shift / day
  • Escalation rate
  • Feedback or referral rate

Contact :

Rinkal Kothiya

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