Customer Excellence Executive

Horizon Technology Solutions; Ernakulam; On-site; INR 250,000 - 400,000; Full time

Job summary

Horizon Technology Solutions in Kerala, Ernakulam is seeking a customer support executive to assist existing customers, coordinate support, and gather feedback to improve retention and engagement.

You will handle tickets, communicate updates, learn ERP workflows, and collaborate with Sales and Technical teams to resolve issues and guide users through Horizon ERP features.

Qualifications

• Good communication and customer-handling skills.
• Basic computer and software knowledge.
• Ability to understand and learn ERP workflows.
• Good follow-up and coordination skills.
• Patience, responsibility, and problem-solving ability.
• Ability to work with Support, Sales, and Technical teams.

Responsibilities

• Handle customer support tickets and follow up until closure.
• Understand customer issues clearly and escalate to the appropriate team when required.
• Coordinate with technical and development teams for issue resolution.
• Communicate status updates and resolutions professionally to customers.
• Follow up on pending and unresolved customer issues.
• Contact customers after issue resolution to confirm satisfaction.
• Collect customer feedback, suggestions, and recurring concerns.
• Request reviews and referrals from satisfied customers when appropriate.
• Guide customers on support-ticket procedures and available Horizon ERP features.
• Maintain customer interaction and support records accurately.
• Identify repeated complaints, dissatisfaction, or churn risk and report them internally.
• Support existing-customer engagement, retention, reactivation, and product-awareness activities.

Skills

Communication

Customer-handling

ERP workflows

Follow-up and coordination

Problem-solving

Education

Graduate

Tools

ERP software

Job description

Job Summary

Responsible for supporting existing customers, handling support coordination, maintaining regular follow-up, collecting feedback, and helping improve customer satisfaction, retention, and engagement.

Main Responsibilities

• Handle customer support tickets and follow up until closure.
• Understand customer issues clearly and escape them to the appropriate team when required.
• Coordinate with technical and development teams for issue resolution.
• Communicate status updates and resolutions professionally to customers.
• Follow up on pending and unresolved customer issues.
• Contact customers after issue resolution to confirm satisfaction.
• Collect customer feedback, suggestions, and recurring concerns.
• Request reviews and referrals from satisfied customers when appropriate.
• Guide customers on support-ticket procedures and available Horizon ERP features.
• Maintain customer interaction and support records accurately.
• Identify repeated complaints, dissatisfaction, or churn risk and report them internally.
• Support existing-customer engagement, retention, reactivation, and product-awareness activities.

Skills Required

• Good communication and customer-handling skills.
• Basic computer and software knowledge.
• Ability to understand and learn ERP workflows.
• Good follow-up and coordination skills.
• Patience, responsibility, and problem-solving ability.
• Ability to work with Support, Sales, and Technical teams.

Preferred Candidate

• Graduate with good communication and customer-handling skills.
• 0- 1 years of experience in customer support, customer service, ERP/software support, or a related role.
• Good spoken Malayalam and English; proficiency in Tamil and/or Hindi will be an added advantage.
• Comfortable using computers, software applications, and basic Excel.
• Quick learner with the ability to understand ERP workflows.
• Good follow-up, coordination, and problem-solving skills.
• Patient, responsible, and able to handle customers professionally.
• Candidates with basic accounting or ERP knowledge will have an advantage.