Customer Support Executive (Fresher)

Key Responsibilities

📞 Query Management & Resolution

• ✓ Inbound Support: Answer incoming calls, emails, or chat messages regarding product features, pricing, or order status.
• ✓ Troubleshooting: Provide basic technical assistance (e.g., helping a customer calibrate a metal detector or navigate an app).
• ✓ Complaint Handling: Listen to customer grievances, remain calm, and provide a solution within the company’s service-level agreement (SLA).

📝 Documentation & Feedback

• ✓ Ticket Management: Record every interaction in a CRM or helpdesk software to ensure traceability.
• ✓ Escalation: Identify complex issues that require the Junior Design Engineer or Accountant and transfer the case to the right department.
• ✓ Feedback Loop: Compile common customer complaints and report them to the Marketing Executive to help improve products or services.

🤝 Relationship Building

• ✓ Proactive Outreach: Call existing customers to ensure they are satisfied with their recent purchase.
• ✓ Retention: Identify customers who are unhappy and offer solutions to prevent them from leaving (churn).