Customer Support Executive

Job Description for Customer Support Executive

The Customer Support Executive is responsible for addressing customer inquiries, resolving issues, and ensuring customer satisfaction through various communication channels such as phone, email, and chat. The role requires a proactive approach to solving customer problems, providing product or service information, and maintaining strong relationships with clients.

Key Responsibilities:

Handle Customer Inquiries: Respond to customer queries in a timely and professional manner through phone, email, or chat.

Resolve Customer Issues: Provide effective solutions to customer problems, complaints, or concerns to ensure a high level of satisfaction.

Product/Service Knowledge: Stay updated on company products and services to provide accurate information and advice to customers.

Customer Relationship Management: Build and maintain positive relationships with customers by offering excellent support and care.

Maintain Customer Records: Accurately log customer interactions, complaints, and feedback in the CRM system for future reference.

Follow-up on Inquiries: Conduct follow-up calls or messages to ensure customer issues have been resolved and gather feedback on their experience.

Collaborate with Internal Teams: Work closely with sales, technical, and operational teams to ensure customer issues are addressed efficiently.

Upsell and Cross-sell: Identify opportunities to promote additional products or services based on customer needs and inquiries.

Monitor Key Performance Indicators (KPIs): Track and meet performance goals such as response time, resolution time, and customer satisfaction scores.

Feedback and Reporting: Collect customer feedback and provide insights to the management team for product or service improvement.

Required Skills:

Strong verbal and written communication skills.

Problem-solving and conflict resolution abilities.

Proficiency in using CRM tools like Salesforce, Zendesk, or HubSpot.

Ability to multitask and handle pressure in a fast-paced environment.

Strong attention to detail and organizational skills.

Patience and empathy when dealing with challenging customer situations.

Basic proficiency in MS Office (Word, Excel, PowerPoint).