कस्टमर केयर एग्जीक्यूटिव

Job Description – Customer Support Executive

About the Role

We are looking for a friendly, responsible, and customer-focused Customer Support Executive who can handle customer queries, provide timely support, and build strong relationships with existing customers. The role will also involve renewal calling, customer retention, cross-selling, and upselling.

Key Responsibilities

Handle customer queries through phone calls, WhatsApp, email, and other support channels.

Understand customer needs and provide the right information, guidance, or solution.

Make renewal calls to existing customers and explain renewal plans, options, and benefits.

Follow up with customers whose renewals are due or pending.

Build strong relationships with existing customers and encourage timely renewals and retention.

Identify customer needs and recommend relevant products or services.

Perform cross-selling by introducing additional products or services that may be useful to existing customers.

Perform upselling by recommending upgraded plans, premium products, or additional features based on customer requirements.

Handle customer complaints professionally and ensure timely resolution.

Follow up with customers after resolving their issues to ensure satisfaction.

Coordinate with sales, operations, and technical teams whenever required.

Maintain accurate records of customer interactions, complaints, follow-ups, renewals, and sales opportunities.

Update customer information and renewal details in the relevant CRM/system.

Collect customer feedback and share useful insights with the concerned team.

Identify opportunities to improve customer satisfaction, retention, and revenue.

Meet customer support, renewal, •cross-selling, and upselling targets.

What We’re Looking For

Good verbal and written communication skills.

Comfortable communicating with customers in Hindi and English.

Confident and polite while speaking with customers over the phone.

Good listening, relationship-building, and problem-solving skills.

Customer-focused attitude with a sales-oriented approach.

Comfortable making outbound renewal and follow-up calls.

Ability to identify customer needs and suggest suitable products/services.

Basic knowledge of MS Excel, Google Sheets, email, WhatsApp, and CRM tools.

Ability to manage multiple customers, follow-ups, and opportunities.

Freshers can apply; experience in customer support, telecalling, renewal calling, sales, cross-selling, or upselling will be an advantage.

Key Skills

Customer Support | Renewal Calling | Customer Retention | Cross-Selling | Upselling | Outbound Calling | Customer Relationship Management | Follow-up | Complaint Resolution | Communication | Problem Solving | CRM | MS Excel

What Success Looks Like

The right person should be someone who takes ownership of customer issues, follows up proactively, understands customer needs, and builds long-term relationships. The role is not just about answering customer queries—it is also about retaining existing customers and identifying genuine opportunities for renewals, cross-selling, and upselling.

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