Customer Support Executive (CSE)

Job Title

Customer Support Executive

Industry

Beauty & Personal Care

Reporting To

Customer Support – Manager

Experience

1–3 Years

Location

Santacruz (W), Mumbai

Employment Type

Full-time | Work from Office

Key Responsibilities

• Handle customer queries and concerns through email, social media chat, and phone calls.
• Manage approximately 70% email and social media chat support and 30% calling.
• Respond to customer queries accurately and within the defined turnaround time (TAT).
• Understand customer concerns and provide appropriate solutions or resolutions.
• Follow up with customers wherever required until the issue is resolved.
• Handle customer complaints professionally and escalate complex issues to the relevant team.
• Maintain accurate records of customer interactions and update the CRM / system regularly.
• Coordinate with internal teams to resolve customer issues effectively.
• Follow established customer service processes, policies, and quality standards.
• Maintain a professional and courteous tone across all communication channels.
• Identify recurring customer issues and share feedback with the relevant teams to improve the customer experience.
• Meet defined SLA, response time, quality, productivity, and customer satisfaction targets.

Required Skills

• Excellent written and verbal communication skills.
• Strong email writing and chat-handling skills.
• Good listening and interpersonal skills.
• Ability to handle customer complaints calmly and professionally.
• Good typing speed and accuracy.
• Ability to multitask and manage multiple customer conversations simultaneously.
• Basic knowledge of CRM, ticketing systems, email, and social media platforms.
• Good problem-solving and decision-making abilities.
• Ability to work independently as well as part of a team.

KPIs

• Email and chat response time
• Resolution time / TAT
• Customer Satisfaction (CSAT)
• Quality of responses
• First Contact Resolution (FCR)
• Call handling and productivity
• SLA adherence
• Customer complaint resolution

Pay

From ₹20,000.00 per month

Benefits

Health insurance

Provident Fund

Ability to commute/relocate

Santacruz West, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Application Question(s)

What is your Current Take Home Salary?

What is your Expected Take Home Salary?

If selected, how soon you can join?

The age criteria for this role is 22 to 32 years. Candidates within this age range are requested to apply.

Please mentioned your AGE

Experience

3years: 1 year (Required)

Work Location

In person