Job Description
We are seeking a dedicated and empathetic Customer Support Executive to join our team. In this role, you will be the primary point of contact for our customers, responsible for handling their inquiries, resolving issues, and ensuring a consistently high level of satisfaction. Your focus will be on delivering timely, accurate, and effective support across multiple communication channels.
This full-time, on-site position is critical to maintaining our reputation for excellent service. You will act as the vital link between our customers and the company, managing their journey from initial contact through to issue resolution while upholding our service standards and fostering positive relationships.
Key Responsibilities:
• Respond to and resolve customer inquiries via phone, email, live chat, and ticketing systems.
• Provide accurate and detailed information regarding products, services, and company policies.
• Efficiently troubleshoot and resolve customer complaints with professionalism and patience.
• Escalate complex or unresolved issues to the appropriate internal department for further action.
• Maintain accurate and up-to-date customer interactions and records within the CRM system.
• Conduct follow-up communications to ensure complete customer satisfaction and issue closure.
• Coordinate with internal teams, such as technical support or sales, to facilitate smooth issue resolution.
• Collect and document customer feedback to help identify common trends and improvement areas.
Skill Requirement
The ideal candidate is a proactive problem-solver with excellent communication skills and a genuine passion for helping others. You should thrive in a dynamic environment, be adept at managing multiple tasks, and remain calm and courteous under pressure.
Required Skills & Qualifications:
• Proven experience in a customer support, service, or client-facing role.
• Exceptional verbal and written communication skills in English (and any other specified languages).
• Strong problem-solving abilities and a patient, customer-centric approach.
• Familiarity with CRM software and standard support ticketing systems.
• Ability to work efficiently both independently and as part of a team.
• High level of accuracy and attention to detail in all communications and record-keeping.
• Ability to meet and exceed defined service quality, response time, and performance standards.