Job Title : Customer Support Executive

Location : [REMOTE - WFH]

Job Type : [Full-time/Part-time/]

Reports To : TEAM LEADER

Job Summary :

The Customer Support Executive is responsible for providing exceptional customer service to clients by addressing their inquiries, resolving issues, and ensuring a positive customer experience. This role requires excellent communication skills, problem-solving abilities, and a customer-oriented mindset.

Key Responsibilities :

Customer Interaction :

- Respond to customer inquiries via phone, email, chat, or social media in a timely and professional manner.

- Identify customer needs and provide appropriate solutions or escalate issues when necessary.

- Maintain a high level of customer satisfaction by providing personalized and efficient support.

Issue Resolution :

- Troubleshoot and resolve customer issues related to products, services, or accounts.

- Collaborate with other departments (e.g., technical support, sales, billing) to resolve complex issues.

- Document and track customer interactions and resolutions in the CRM system.

Product Knowledge :

- Stay updated on company products, services, and promotions to provide accurate information to customers.

- Educate customers on product features and benefits to maximize their experience.

Process Improvement :

- Identify recurring customer issues and suggest improvements to processes, products, or services.

- Participate in team meetings to share insights and discuss ways to enhance customer support operations.

Reporting :

- Generate and analyze customer service reports to track performance metrics such as response time, resolution time, and customer satisfaction.

- Provide feedback to management on customer trends, issues, and areas for improvement.

Qualifications :

Education :

- High school diploma or equivalent; a bachelor's degree in a related field is a plus.

Experience :

- 1-3 years of experience in customer service, support, or a related field.

- Experience with CRM software and customer support tools.

Skills :

- Excellent communication skills, both verbal and written.

- Strong problem-solving and analytical abilities.

- Ability to work under pressure and handle difficult customers.

- Proficiency in Microsoft Office Suite and other relevant software.

- Ability to multitask and prioritize in a fast-paced environment.