Customer Support Executive

Job Description – Customer Support Executive

Department: Client Relationship & Customer Support
Designation: Customer Support Executive

Reporting To: Operations Manager
Employment Type: Full-Time

1. Job Summary

The Customer Support Executive will be responsible for handling client enquiries, providing timely assistance, resolving customer concerns, maintaining client relationships, and ensuring a smooth and satisfactory customer experience throughout the service delivery process.

2. Key Roles & Responsibilities

• Handle incoming and outgoing calls, emails, WhatsApp messages, and other client communications.

• Respond to customer enquiries regarding company services, processes, pricing, and project status.

• Understand client requirements and coordinate with relevant departments to provide appropriate solutions.

• Follow up with prospective and existing clients regarding enquiries, proposals, payments, and service updates.

• Maintain accurate customer information, communication history, and follow-up records in CRM or Google Sheets.

• Resolve customer complaints and escalate complex issues to the concerned department.

• Ensure timely communication and regular updates to clients regarding their requirements and ongoing projects.

• Coordinate with the sales, consultancy, accounts, and project management teams.

• Collect customer feedback and identify opportunities to improve service quality.

• Maintain professional communication and ensure customer satisfaction.

• Prepare daily, weekly, and monthly customer support reports.

• Ensure proper documentation and confidentiality of customer information.

3. Required Skills & Competencies

• Excellent verbal and written communication skills.

• Good interpersonal and client-handling abilities.

• Basic knowledge of MS Office and Google Workspace.

• Ability to manage multiple enquiries and follow-ups.

• Problem-solving and conflict-resolution skills.

• Good organisational and time-management skills.

• Professional telephone and email etiquette.

• Ability to work independently and as part of a team.

4. Desired Experience

• Prior experience in customer support, client servicing, or relationship management will be an advantage.

5. Key Performance Indicators (KPIs)

a) Customer satisfaction level.

b) Average response time.

c) Enquiry resolution rate.

d) Follow-up completion rate.

e) Client retention and relationship management.

f) Accuracy of customer records and documentation.

g) Timely escalation and resolution of complaints.

h) Overall service quality and communication effectiveness.

6. Expected Behaviour

• Maintain a customer-first approach.

• Be polite, patient, responsible, and professional.

• Demonstrate ownership of customer issues.

• Maintain confidentiality and ethical business practices.

• Ensure timely completion of assigned tasks.

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 2 years of experience.