Customer Service Executive

Symmetrical Global Search; Gurugram District; On-site; INR 240,000 - 360,000; Full time

Job summary

Symmetrical Global Search Pvt Ltd in India is seeking a customer support professional to handle inbound inquiries via phone, email and live chat, delivering prompt and courteous assistance. You will identify, troubleshoot and resolve issues, escalate when needed, and document all interactions in the CRM to maintain a complete history.

Freshers can apply; fluent English (CEFR C1) and strong communication, emotional intelligence, active listening, adaptability, and stress resilience are essential.

Qualifications

• Freshers can apply.
• Fluent English (CEFR C1).
• Strong soft skills and ability to handle stress.
• Ability to adapt to changing workflows.

Responsibilities

• Provide first-line support via phone, email and live chat.
• Identify, troubleshoot and resolve customer issues; escalate when needed.
• Document all interactions and resolutions in the CRM.
• Improve customer experience and de-escalate tense situations with empathy and active listening.
• Collect customer feedback and share with supervisors to drive improvement.
• Meet or exceed established KPIs.

Skills

English fluency

Verbal communication

Emotional intelligence

Active listening

Conflict resolution

Adaptability

Job description

Key Responsibilities

• Customer Interaction: Act as the first line of support for inbound customer inquiries via phone, email, and live chat, ensuring prompt and professional responses.
• Issue Resolution: Identify, troubleshoot, and resolve customer issues effectively. Escalate complex or unresolved problems to the appropriate internal teams or senior management when necessary.
• CRM Management: Accurately document all customer interactions, feedback, and resolutions in the Customer Relationship Management (CRM) system.
• Customer Experience: Proactively identify opportunities to improve customer experience and de-escalate tense situations with empathy and active listening.
• Feedback Loop: Collect and synthesize customer feedback to share with the reporting supervisors, helping drive continuous improvement.
• Performance Metrics: Meet or exceed established KPIs.

Qualifications & Requirements

• Experience: Freshers can apply.
• Communication Skills: Exceptional verbal and written communication skills with complete fluency in English CEFR C1 benchmark
• Soft Skills: High emotional intelligence, patience, and the ability to maintain composure in stressful situations. Strong conflict resolution and active listening skills.
• Adaptability: Ability to adapt to changing workflows, product updates, and varied customer personalities.