Customer Support Executive

Job Description

Were looking for a customer-focused Customer Support Executive to handle customer queries via chat, email, and/or phone , resolve issues quickly, and ensure a smooth support experience. Youll document interactions, coordinate with internal teams, and help improve support processes.

Role Description

• Respond to customer queries via chat/email/phone within agreed SLAs
• Troubleshoot customer issues and provide accurate solutions
• Escalate complex cases to relevant teams (Tech/Product/Operations) and follow up to closure
• Maintain detailed case notes in CRM/helpdesk tools (e.g., Zendesk/Freshdesk/Salesforce)
• Educate customers on product features, account setup, payments, refunds, etc.
• Handle sensitive conversations professionally (complaints, cancellations, chargebacks)
• Identify recurring problems and share insights to improve FAQs, macros, and processes
• Meet quality and productivity metrics (CSAT, FRT, AHT, resolution rate)

Qualifications

• Graduate (any discipline) or equivalent experience
• 03 years in customer support / BPO / customer success (freshers can be considered)
• Strong English communication (additional Indian languages are a plus)
• Good typing speed and comfort with computers/web apps
• Calm under pressure; strong problem-solving and empathy
• Ability to work in rotational shifts (if required)