Walk-in || Customer Support Executive

Job description

Job Summary We are seeking a dedicated and empathetic Customer Service Representative to adeptly manage customer inquiries and grievances. The ideal candidate will exhibit exceptional communication skills, a customer-centric ethos, and a demonstrated capacity to resolve issues efficiently and professionally. Key Responsibilities • Provide timely, articulate, and professional responses to customer inquiries via multiple channels including telephone, email, chat, and face-to-face interactions • Diagnose and resolve product or service-related issues by discerning the root cause and proposing optimal solutions • Maintain meticulous records of customer interactions, transactions, and feedback within CRM systems • Escalate unresolved or complex issues to relevant departments or supervisors in a prompt manner • Proactively follow up with customers to ensure complete resolution and satisfaction • Analyze customer feedback to identify recurring issues and collaborate with internal teams to implement continuous improvements • Consistently meet or surpass performance benchmarks such as Customer Satisfaction Score (CSAT), First Contact Resolution (FCR), Average Handling Time (AHT), and responsiveness • Remain well-informed on product updates, internal processes, and available tools • Rigorously adhere to organizational policies, compliance standards, and quality assurance protocols Required Skills & Qualifications • High school diploma or equivalent; Bachelors degree is preferred • Proven experience (1–3 years) in a customer service or client support capacity • Exemplary communication and interpersonal skills • Robust analytical and problem-solving abilities with acute attention to detail • Ability to perform under pressure and manage challenging interactions with professionalism and tact • Proficiency with customer service platforms, CRM systems, and Microsoft Office suite • Willingness and flexibility to work varied shifts including weekends and holidays as necessary Preferred Qualifications (Optional) • Industry-specific experience (e.g., e-commerce, telecommunications, financial services) • Familiarity with ticketing and CRM software such as Zendesk, Freshdesk, or Salesforce • Multilingual capabilities are advantageous Key Performance Indicators (KPIs) KPI Target/Benchmark Weightage (%) Customer Satisfaction Score (CSAT) 85% 30% First Contact Resolution (FCR) 75% 25% Average Handling Time (AHT) 6 minutes 20% Schedule Adherence 95% 15% Quality Assurance (QA) Scores 90% 10% Personal Attributes • Demonstrates empathy and patience with a strong customer-first orientation • Proactive and self-motivated with a commitment to excellence • Adaptable and receptive to constructive feedback • Collaborative team player with integrity and discretion Interested candidates can share their resume with HR Deepak 9599754185