Summary
We are hiring a dedicated Customer Support Executive with at least 1 year of experience in voice, chat, or email-based support. This role focuses on providing exceptional service to customers by resolving issues promptly, maintaining brand trust, and ensuring every interaction leaves a positive impression.
The ideal candidate is empathetic, patient, and detail-oriented, with a strong sense of ownership and the ability to handle multiple communication channels professionally.
Key Responsibilities
(A) Customer Interaction & Resolution
1. Handle inbound/outbound calls, live chats, and emails efficiently.
2. Assist customers with order status, returns, refunds, replacements, and product inquiries.
3. Provide accurate information and ensure first-contact resolution.
4. Escalate complex cases to higher support tiers with detailed notes.
(B) Process & Quality Management
1. Follow established communication guidelines and brand tone.
2. Maintain detailed logs of customer interactions in CRM systems.
3. Ensure compliance with service-level agreements (SLAs) and response time targets.
4. Participate in quality audits and continuous service training sessions.
(C) Collaboration & Improvement
1. Work with logistics, operations, and account teams to resolve issues faster.
2. Identify common issues and propose workflow improvements.
3. Contribute feedback for product and service enhancements.
Qualifications & Eligibility
• Graduate in any discipline.
• Minimum 1 year of customer support or BPO experience (voice/chat/email).
Skills & Competence
• Excellent communication in English (verbal and written).
• Familiarity with CRM tools (Zendesk, Freshdesk, Zoho Desk).
• Strong listening and empathy skills.
• Problem-solving and composure under pressure.
• Flexibility for rotational shifts if required.
Why Join Us?
• Be part of a dynamic, customer-first culture.
• Learn advanced CRM and communication best practices.
• Grow into team lead or client relations roles.
• Receive structured performance-based incentives.