Senior Customer Support

Senior Customer Support Executive
Job Summary
The Senior Customer Support Executive is responsible for providing exceptional customer service, resolving complex customer issues, and ensuring high levels of customer satisfaction. The role serves as a key point of contact for customer inquiries, mentors junior support staff, and contributes to continuous improvement of support processes and service quality.
Key Responsibilities
Handle customer inquiries, complaints, and service requests through phone, email, chat, or other communication channels.
Resolve escalated customer issues efficiently and professionally.
Provide accurate information regarding products, services, policies, and procedures.
Monitor and maintain service quality standards and customer satisfaction levels.
Assist in training, mentoring, and guiding junior customer support team members.
Track, document, and update customer interactions in CRM or ticketing systems.
Coordinate with internal departments to resolve customer concerns promptly.
Analyze recurring issues and recommend process improvements.
Ensure adherence to service-level agreements (SLAs) and company policies.
Prepare customer service reports and performance metrics for management.
Support customer retention initiatives and relationship management activities.
Required Qualifications
Bachelor’s degree in any discipline.
3-6 years of experience in customer support, customer service, or client relationship management.
Experience handling customer escalations and complex service issues.
Proficiency in CRM software, ticketing systems, and MS Office applications.