Customer Support Executive (CSE)

Job Title

Customer Support Executive(CSE)

Job Type

Full-Time, Permanent

Department

Customer Experience / Customer Support

Work Mode

Work From Office

Experience

6 months – 2 Years

Language Requirements

English and Hindi

About the Role

We are looking for a proactive, empathetic, and customer-focused Customer Support Executive to join our growing team. The ideal candidate will be responsible for assisting learners through inbound and outbound calls, chat support, and social media communication while ensuring a smooth and positive customer experience.

Key Responsibilities

Customer Service & Voice Support

Handle inbound and outbound customer and learner support calls.

Resolve queries related to courses, enrollments, learning platforms, and general support requirements.

Provide timely, accurate, and professional responses through voice calls and chat channels.

Maintain proper call etiquette, active listening, and clear communication throughout customer interactions.

Customer Complaint & Escalation Management

Handle customer complaints, service requests, and escalations with empathy and urgency.

Manage social media queries, direct messages, and customer concerns professionally.

Coordinate with internal teams to resolve complex issues within defined turnaround times.

Follow up with customers to ensure satisfactory resolution and closure.

Customer Experience & Communication

Maintain a calm, patient, and solution-oriented approach while handling difficult conversations.

Demonstrate strong verbal communication, voice modulation, and interpersonal skills.

Understand customer concerns and provide appropriate solutions with a customer-first mindset.

Contribute to improved customer satisfaction and learner engagement.

CRM & Customer Data Management

Record customer interactions, complaints, resolutions, and follow-ups accurately in CRM software.

Maintain updated customer records and ensure proper documentation of support activities.

Use spreadsheets and digital tools to track queries, cases, and resolution status.

Cross-Functional Coordination

Collaborate with Sales, Product, Technology, and other internal teams to resolve customer issues.

Share customer feedback to improve service quality, platform usability, and the overall learner experience.

Follow established support processes, service standards, and escalation protocols.

Required Skills & Qualifications

Excellent verbal and written communication skills in English and Hindi.

Strong listening skills, professional call etiquette, and clear voice modulation.

Good problem-solving and conflict-resolution abilities.

Ability to handle customer complaints and work under pressure.

Comfortable handling voice and chat support simultaneously.

Basic knowledge of MS Excel, Google Sheets, email, and digital platforms.

Familiarity with CRM tools such as LeadSquared, Freshdesk, Zendesk, or similar platforms is an advantage.

Ability to maintain accurate records, manage follow-ups, and meet resolution timelines.

Pay

₹18,000.00 - ₹30,000.00 per month

Benefits

Provident Fund

Application Question(s)

Are you comfortable communicating professionally in both English and Hindi over phone calls and chat?

Are you comfortable handling customer complaints, escalations, and dissatisfied customers professionally?

Are you comfortable using email, MS Excel or Google Sheets, and basic digital platforms to maintain customer records?

What is your current notice period or earliest possible joining date?

Do you have your own Laptop available for work purpose ?

Education

Bachelor's (Required)

Experience

Customer support

1 year (Required)

Location

Salt Lake, Kolkata, West Bengal (Required)

Work Location

In person