Customer Support Executive

We are seeking a highly motivated and customer-oriented Customer Support Representative to join our dynamic team. This role requires a combination of strong communication skills, technical expertise, and a passion for delivering exceptional customer service. As a Customer Support Representative, you will be responsible for addressing customer queries via live chat, email, calls, and other support channels, ensuring prompt resolution of issues, and collaborating with internal teams to improve the overall customer experience.

Primary Responsibilities

• Customer Interaction: Handle customer inquiries professionally and empathetically across live chat, email, and calls. Ensure that customer queries are addressed with patience and understanding.
• Problem Solving: Quickly identify customer issues and provide effective solutions in a timely manner, ensuring customer satisfaction.
• Collaboration: Work closely with the Operations, Product, and other relevant teams to resolve customer issues and improve support processes.
• CRM Management: Utilize CRM tools such as Salesforce, Zoho Desk, and Freshdesk to log customer interactions, track tickets, and maintain accurate customer data.
• Time Management: Manage multiple customer queries simultaneously, prioritizing tasks to ensure that urgent issues are addressed first.
• Reporting & Data Entry: Maintain detailed logs and generate reports of customer interactions for follow-up actions and analytical purposes.
• Customer Experience Enhancement: Proactively identify areas for process improvement and work with the team to optimize workflows and customer support experiences.

Desired Skills

Soft Skills:

• Strong Communication Skills – Proficiency in English (fluent in English + Hindi ( mandatory).
• Empathy & Patience – Ability to handle customer queries professionally.
• Problem-Solving Ability – Quick identification and resolution of customer issues.
• Active Listening – Understanding and addressing customer concerns effectively.
• Time Management – Managing multiple queries efficiently.
• Team Collaboration – Working closely with Operations, Product, and other teams to improve support processes.

Technical Skills:

• CRM Software – Experience with Salesforce, Zoho Desk, Freshdesk (or similar tools). (If experienced candidate)
• Ticketing Systems – Familiarity with Zoho Desk or equivalent platforms. (If experienced candidate)
• Live Chat & Email Support – Handling customer interactions across Live Chat, Email, and Calls.
• Calling Skills – Experience with inbound and outbound calls to assist users.
• MS Office / Google Workspace – Proficiency in Excel, Google Sheets, Word, and PowerPoint.
• Data Entry & Reporting – Maintaining logs and reports of customer interactions.