Customer Support Executive

Key Responsibilities

1. Customer Interaction & Query Resolution

• Answer incoming calls from customers and respond to inquiries.
• Make outbound calls for follow-ups, feedback, and issue resolution.
• Provide accurate information about products, services, orders, and company policies.

2. Complaint Handling & Resolution

• Address customer complaints and provide effective solutions .
• Escalate complex issues to the supervisor or relevant department if required.
• Ensure all issues are resolved within the agreed service level agreement (SLA) .

3. Order & Service Support

• Assist customers with order tracking, returns, refunds, replacements, and billing issues .
• Guide customers through technical troubleshooting .
• Coordinate with internal teams such as logistics, sales, and technical support to resolve issues.

4. Customer Satisfaction & Retention

• Ensure a polite, professional, and friendly tone while handling calls.
• Build strong customer relationships to enhance brand loyalty.
• Collect and analyze customer feedback to improve service quality.

5. CRM & Call Documentation

• Log all customer interactions in the CRM system (Salesforce, Zendesk, Freshdesk, etc.) .
• Maintain accurate records of calls, resolutions, and follow-ups.
• Generate reports on customer issues and call performance .