Customer Support Executive – Issue Resolution & Escalations

Job Description – Customer Support Executive – Issue Resolution & Escalations

Job Title

Customer Support Executive – Issue Resolution & Escalations

Experience Required

1+ Years

Location

Hi-Tech City, Madhapur, Hyderabad

Salary

₹3 LPA – 5 LPA + Performance-Based Incentives

Job Overview

We are seeking empathetic, solution-oriented Customer Support Executives with proven experience in handling customer queries, complaints, and escalations. The ideal candidate will be the voice of the company for our customers, responsible for resolving issues quickly and effectively, managing escalated cases to closure, and ensuring a consistently positive customer experience. This role requires strong communication skills, patience under pressure, and a problem-solving mindset.

Key Responsibilities

Handle inbound and outbound calls, emails, and chats to address customer queries, complaints, and service requests

Understand customer issues, identify root causes, and provide accurate, timely resolutions

Manage escalated and high-priority cases, taking full ownership until closure

Coordinate with internal teams (operations, logistics, quality, product, finance) to resolve complex issues

Handle order-related concerns including delivery delays, returns, refunds, replacements, and product usage queries

Calm and de-escalate dissatisfied customers while maintaining professionalism and empathy

Meet and exceed KPIs such as First Call Resolution (FCR), Turnaround Time (TAT), CSAT, and SLA adherence

Maintain accurate records of customer interactions, tickets, and resolutions in CRM/ticketing systems

Follow up proactively with customers to confirm resolution and satisfaction

Identify recurring issues and share feedback with internal teams to improve processes and products

Required Skills & Qualifications

1+ years of experience in customer support, customer service, or a helpdesk/escalations role

Strong communication and interpersonal skills (verbal, written, and active listening)

Proven ability to handle difficult customers and resolve escalations effectively

Strong problem-solving and analytical thinking skills

Ability to stay calm, patient, and composed under pressure

Basic computer knowledge and familiarity with CRM or ticketing tools (e.g., Freshdesk, Zendesk, Salesforce)

Good multitasking and time-management skills

Fluency in English and Hindi is mandatory, along with one regional language - Tamil, Telugu, Marathi, etc

Preferred Attributes

Experience in Health & Wellness, Pharma, Nutraceutical, or e-commerce customer support will be an added advantage

Prior experience handling escalation desks or grievance/complaint management

Customer-first attitude with a strong sense of ownership and accountability

Empathetic, patient, and detail-oriented personality

Work Schedule

6-day working week

Rotational week off

Day shift

Compensation & Benefits

Fixed starting salary of ₹3 LPA – 5 LPA

Attractive performance-based incentives linked to CSAT and resolution metrics

Opportunities for career growth into Team Lead / Escalations Specialist roles

Training and skill development programs

Supportive and collaborative work environment

Pay

₹300,000.00 - ₹500,000.00 per year

Work Location

In person