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Key Responsibilities

  • Respond to customer queries received through phone calls, emails, chat, WhatsApp, and CRM within the defined SLA.
  • Understand customer concerns and provide accurate information, guidance, and resolutions.
  • Log, track, and update all customer interactions in the CRM system.
  • Resolve customer issues promptly or escalate them to the appropriate team when required.
  • Follow up with customers to ensure timely resolution of pending cases.
  • Maintain complete and accurate documentation of customer communications and issue resolutions.
  • Coordinate with internal teams such as Operations, Technical Support, Sales, and Product teams to resolve customer issues efficiently.
  • Ensure a high level of customer satisfaction by providing courteous and professional service.
  • Adhere to company policies, SOPs, quality standards, and data privacy guidelines.
  • Meet daily, weekly, and monthly productivity and quality targets.
  • Identify recurring customer issues and provide feedback for process improvements.
  • Assist customers with account-related queries, registrations, payments, certificates, platform navigation, and other service-related concerns.
  • Participate in team meetings, training sessions, and quality improvement initiatives.
  • Stay updated with product features, services, and process changes.
Required Skills

  • Excellent verbal and written communication skills.
  • Strong customer service orientation and interpersonal skills.
  • Good problem-solving and analytical abilities.
  • Ability to handle customer complaints professionally and empathetically.
  • Basic knowledge of CRM software and Microsoft Office (Excel, Word, Outlook).
  • Ability to multitask and work under pressure.
  • Strong time management and organizational skills.
  • Attention to detail and accuracy in documentation.
  • Ability to work independently as well as in a team environment.

Required Skills

Senior Customer Support Executive Customer Support Executive
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