Customer Support Executive

Role overview

The Customer Support Executive is the main contact for customers and is expected to deliver a strong service experience across phone, email, chat, and other communication channels. The role focuses on handling questions, addressing concerns, and representing the company with professionalism and sound product knowledge.

Core responsibilities

• Handle customer queries quickly and professionally through phone, email, live chat, and social channels.
• Work through complaints and service issues with the goal of reaching a satisfactory resolution.
• Share clear and correct details about products, services, policies, and procedures.
• Manage customer orders, returns, refunds, exchanges, and related service requests.
• Investigate issues and pass complex cases to the relevant team when needed.
• Record customer conversations and case details accurately in CRM tools.
• Follow up with customers to confirm that their concerns have been resolved.
• Work toward individual and team targets such as response speed and customer satisfaction metrics.
• Coordinate with sales, technical support, logistics, and other teams to close customer cases.
• Spot repeated customer problems and suggest ways to improve internal processes.
• Keep up to date with company products, services, promotions, and policies.
• Protect customer data and follow applicable privacy requirements.

Qualifications and expectations

• A high school diploma or equivalent is required; a bachelor's degree in Business Administration, Communications, or a related discipline is preferred.
• Applicants should have 1 to 3 years of experience in customer service, customer support, or a similar position.
• Strong spoken and written communication abilities are essential.
• Good problem-solving and de-escalation skills are needed.
• Comfort with Microsoft Office and CRM systems is expected.
• The role requires the ability to juggle multiple tasks in a busy, fast-moving setting.

Preferred background

• Experience working with CRM tools such as Salesforce, HubSpot, Zendesk, or Freshdesk is an advantage.
• Familiarity with customer service standards and quality practices is preferred.
• Ability to communicate in more than one language is a plus.
• Prior exposure to the relevant industry, such as retail, technology, healthcare, or telecommunications, is beneficial.

Additional notes

No openings, salary, stipend, start date, or application deadline were specified in the source information.