Customer Support Executive

Responding to customer inquiries — Answer questions through phone, email, live chat, social media, or support tickets.

Resolving customer issues — Identify problems, troubleshoot them, and provide appropriate solutions in a timely manner.

Handling complaints — Listen to customer concerns professionally, remain calm, and work toward satisfactory resolutions.

Providing product/service information — Explain features, pricing, policies, procedures, and how to use products or services.

Escalating complex cases — Forward technical, billing, or sensitive issues to the appropriate department when they cannot be resolved directly.

Maintaining customer records — Document conversations, complaints, solutions, and follow-up actions accurately in CRM or ticketing systems.

Following up with customers — Check whether issues have been resolved and ensure customers receive any promised updates.

Processing requests — Assist with activities such as account changes, cancellations, refunds, returns, replacements, or order-related requests, depending on company policy.

Collecting customer feedback — Identify common concerns and share feedback with relevant teams to improve products, services, and processes.

Meeting service standards — Work toward targets such as response time, resolution time, customer satisfaction (CSAT), first-contact resolution, and quality scores.