Customer Support Executive
2 days ago
The Customer Support Executive will be responsible for managing and resolving escalated customer grievances effectively, empathetically, and within defined timelines. Acting as a crucial customer touchpoint, this role requires close coordination with internal teams (such as ABO, Store Operations, Logistics, etc.) to investigate issues, perform root cause analysis, and deliver satisfactory resolutions. The executive is expected to demonstrate strong ownership, excellent communication, and a customer-first approach in every interaction.
Key Responsibilities:
- Serve as the primary contact for handling escalated customer issues across all communication channels.
- Investigate and analyze customer complaints by engaging with relevant internal departments.
- Conduct thorough root cause analysis and recommend corrective/preventive actions.
- Ensure timely resolution of cases while maintaining high levels of empathy and professionalism.
- Keep customers informed with clear, consistent updates throughout the resolution process.
- Maintain detailed records of all escalation cases, actions taken, and outcomes.
- Work with internal stakeholders to identify trends and propose process improvements.
- Support reporting and analytics related to escalations to drive customer service excellence.
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