कस्टमर सपोर्ट एग्जीक्यूटिव

Job Title: Customer Support Executive – Voice / Email / Ticket Support

Experience Required: 0-2yrs

Location: Chennai - GOP

Employment Type: Full‑time

Languages – English , Tamil , Hindi , Telugu - preferred

🔹 About the Role

We are seeking an experienced Customer Support Executive with strong skills in voice and email support, ticket resolution, and operational activities. The role involves managing customer queries, resolving issues, handling escalations, and maintaining proper documentation using MS Office tools.

Key Responsibilities

Customer Support (Voice & Email)

Handle inbound and outbound voice calls professionally.

Respond to customer queries via email with accuracy and clarity.

Provide product/service guidance and resolve queries within SLA.

Ticketing Support

Create, update, and close support tickets using a ticketing tool (e.g., Zendesk, Freshdesk, ServiceNow, etc.).

Categorize and prioritize tickets based on severity and impact.

Ensure timely follow-ups and closure of pending tickets.

Coordinate with internal teams to resolve technical or operational issues.

Operational Activities

Prepare daily/weekly operational reports using Excel.

Document processes and updates in Word.

Prepare presentations for team meetings using PowerPoint.

Maintain customer interaction logs and CRM data accuracy.

Support team leads in operational workflows whenever needed.

Customer Escalation Handling

Manage customer escalations with professionalism and empathy.

Investigate escalation cases and provide resolution or alternative solutions.

Coordinate escalated issues with senior teams to ensure quick closure.

Communicate resolution updates clearly to customers.

🔹 Required Skills

Excellent verbal and written communication skills.

Strong experience in voice support, email handling, and ticketing tools.

Good command of MS Excel (basic formulas, reports), Word, and PowerPoint.

Ability to handle customer escalations confidently.

Strong problem‑solving, multitasking, and time management skills.

Ability to work in rotational shifts (if required).

🔹 Qualifications

Any graduate or equivalent qualification.

Minimum 2 years of experience in customer support (voice + email + ticketing).

🔹 Preferred Qualities

Positive attitude, patience, and a customer‑first mindset.

Strong documentation and reporting skills.

Ability to work independently and within a team.

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