Associate - Customer Support

Role Description
The Customer Support Executive is responsible for delivering exceptional customer service across
multiple communication channels, including voice, email, chat, and social media. The role involves
resolving customer queries, handling order-related concerns, ensuring timely issue resolution, and
providing seamless customer experience while meeting defined service levels and quality standards.
Responsibilities
• Handle customer queries through calls, chats, and emails in a professional and timely manner.
• Resolve issues related to orders, deliveries, returns, refunds, payments, and product
information.
• Record customer interactions and update case details accurately in CRM or ticketing tools.
• Coordinate with internal teams to ensure quick and effective issue resolution.
• Maintain quality, productivity, and customer satisfaction targets.
• Sharing recurring customer concerns with the team leads to support process improvements.
Requirements:
• Excellent oral and written communication skills.
• Fluency in English and Hindi is a must.
• Ability to handle customer queries across calls, chats, and emails.
• Strong customer service orientation with active listening skills.
• Good problem-solving ability and patience while handling customer concerns.
• Typing speed of at least 30 WPM with 90% accuracy or higher.
• Basic working knowledge of CRM or ticketing tools, email, chat platforms, and MS Excel.
• Ability to multitask and work in a fast-paced environment.
• Experience in e-commerce, retail, or customer support is an added advantage.