Customer Support Executive

Job Overview:

We are looking for a skilled and efficient Email Support Agent to handle customer escalations

within 24 hours of receiving a complaint. The role requires excellent communication, a strong

understanding of escalation processes, and the ability to manage multiple tasks, including

resolving customer issues, maintaining escalation trackers, and collaborating with internal

teams.

Key Responsibilities:

● Customer Escalation Handling:

Respond to customer escalations within 24 hours of the complaint being raised via

email, providing timely and clear communication.

● Coordinating with Internal Teams:

Liaise with relevant teams to understand the issue raised in the escalation and ensure a

resolution is provided.

● Customer Communication:

Act as a mediator between the customer and internal teams, updating the customer on

the status and final resolution of their issue.

● Escalation Management:

Monitor and ensure that all escalations are addressed within the set TAT (Turnaround

Time), keeping track of any delays and ensuring timely follow-ups.

● Tracker Management:

Maintain accurate and up-to-date records of escalations, customer interactions, and

resolutions in an Excel tracker. Ensure data hygiene and report any recurring issues or

trends.

● Excel Proficiency:

Use Excel to manage, update, and analyze escalation data. Create and maintain

trackers to monitor the status and resolution timelines of customer complaints.

● Process Adherence:

Follow company protocols and procedures for customer interactions and escalations,

ensuring that customer issues are handled efficiently and professionally.

Qualifications:

● Proven experience in customer support or similar roles, preferably with exposure to

escalation handling.

● Strong communication skills, both written and verbal.

● Good typing speed and accuracy in handling multiple customer queries.

● Proficiency in Microsoft Excel, with experience in creating and maintaining trackers.

● Ability to work in a fast-paced environment and manage escalations within deadlines.

● Excellent problem-solving skills and attention to detail.

● Working 6 days a week

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 6+ years Experience.

More about this Customer Support Executive job

1. What is the eligibility criteria to apply for this Customer Support Executive job?
   Ans: The candidate should be Graduate and above and above with 6 months - 6+ years Experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹21000 - ₹25000 per month that depends on your interview. It's a Full Time job in Mumbai.
3. How many working days are there for this Customer Support Executive job?
   Ans: This Customer Support Executive job will have 6 working days.
4. Are there any charges applicable while applying or joining this Customer Support Executive job?
   Ans: No, there is no fee applicable for applying this Customer Support Executive job and during the employment with the company, i.e., More Retail Private Limited.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Customer Support Executive role?
   Ans: There is an immediate opening of 2 Customer Support Executive at More Retail Private Limited
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Customer Support / TeleCaller job.
8. What are the timings of this Customer Support Executive job?
   Ans: This Customer Support Executive job has Day Shift.