Senior Customer Support

Job Title
Senior Customer Support Executive
Job Summary
We are seeking an experienced and customer-focused Senior Customer Support Executive to manage customer inquiries, resolve escalated issues, and ensure high levels of customer satisfaction. The ideal candidate will possess strong communication skills, problem-solving abilities, and experience in handling customer relationships while mentoring junior support team members.
Key Responsibilities
Respond to customer inquiries through phone, email, chat, and other communication channels.
Handle and resolve complex customer complaints and escalations in a professional manner.
Ensure timely resolution of customer issues while maintaining service quality standards.
Monitor customer support tickets and follow up until closure.
Provide product, service, and process-related information to customers.
Maintain accurate records of customer interactions in CRM or support management systems.
Analyse customer concerns and identify recurring issues for process improvement.
Assist in developing customer support procedures and best practices.
Train, guide, and support junior customer service representatives.
Coordinate with internal departments to resolve customer concerns efficiently.
Track customer satisfaction metrics and prepare support performance reports.
Ensure adherence to company policies and service-level agreements (SLAs).
Required Qualifications
Bachelor’s degree in any discipline.
3 to 6 years of experience in customer service, customer support, or client relationship management.
Excellent verbal and written communication skills.
Strong problem-solving and conflict-resolution abilities.
Experience working with CRM and customer support software.
Proficiency in MS Office applications.
Preferred Skills
Experience in handling customer escalations and complaint management.
Knowledge of CRM platforms such as Zoho CRM, Salesforce, Freshdesk, or Zendesk.
Ability to lead and mentor support teams.
Strong analytical and reporting skills.
Experience in BPO, service, manufacturing, recruitment, or technology industries.
Key Competencies
Customer relationship management
Communication and interpersonal skills
Problem-solving and decision-making
Team leadership and mentoring
Conflict resolution
Time management
Attention to detail
Service excellence
Employment Type
Full-Time
Reporting To
Customer Support Manager / Operations Manager
KPIs / Performance Indicators
Customer Satisfaction Score (CSAT)
First Response Time (FRT)
Ticket Resolution Time
Customer Retention Rate
Escalation Resolution Rate
SLA Compliance