Sr Executive: Customer Support

Purpose:

We are looking for a dedicated and experienced Sr Executive – Customer Support to lead our customer service efforts and ensure exceptional customer satisfaction. The ideal candidate will handle escalated queries, guide junior support staff, and help improve support processes to deliver superior service experiences.

Education:

• Graduate in any discipline (Preferred: B. Com / BBA / BA / B.Sc.)

Key Skills

• Technical (Process Solution Problem Solving / AMC execution and other Customer Support

Experience:

• 3 to 5 years of customer support experience, preferably in a senior or escalation role

Desired Profile

• Customer success centric mindset with a proactive approach

• Own vehicle and ready to travel at Customer Site

• Strong problem-solving and conflict resolution abilities

• Time management and multitasking capabilities

• Ability to lead, train, and motivate junior team members

• Excellent communication and interpersonal skills

• Familiarity with CRM systems and support ticketing tools

• Basic MS Office  and reporting skills

Key Responsibilities:

• Handle complex and escalated customer queries through phone, email, and chat

• Ensure timely resolution of issues while maintaining high customer satisfaction

• Monitor and improve customer service procedures, policies, and standards

• Train and mentor junior customer support team members

• Collaborate with internal departments to resolve customer concerns

• Analyze customer feedback and suggest process improvements

• Maintain accurate records of interactions, feedback, and resolutions

• Prepare periodic reports on service metrics and performance