Customer Support Executive

The Customer Support Executive is the front-line point of contact for customers, responsible for handling queries, complaints, and requests across phone, email, and chat channels. The role requires prompt, accurate, and empathetic resolution of customer issues while consistently meeting service quality and turnaround standards.

Key responsibilities

Query Handling & Resolution • Respond to customer queries across phone, email, and chat channels within defined SLA timelines. • Resolve first-level queries independently; escalate complex or unresolved issues to the relevant team with complete context and history. • Handle customer complaints and concerns calmly, aiming to de-escalate and resolve at the first point of contact wherever possible. • Follow up proactively on open or pending tickets to ensure timely closure. Ticketing & Documentation • Log all customer interactions accurately in the CRM/helpdesk system, with correct categorization, priority, and status updates. • Maintain complete and accurate customer records and interaction history for continuity across touchpoints. • Ensure all resolutions and follow-ups are documented clearly for internal reference and audit purposes. Service Quality & Performance • Meet or exceed individual and team KPIs, including response time, resolution time, and customer satisfaction (CSAT) scores. • Adhere to company communication standards, tone guidelines, and approved scripts/templates across all channels. • Identify recurring issues, common query patterns, or process gaps, and flag these to the Team Lead/Manager for resolution. Collaboration & Continuous Improvement • Coordinate with internal teams (Product, Operations, Billing, etc.) as needed to resolve customer issues end-to-end. • Support onboarding calls or orientation for new customers as required. • Participate actively in training sessions to stay current on product updates, process changes, and service standards