Customer Support Executive

Xpheno; Bengaluru; On-site; INR 350,000 - 650,000; Full time

Job summary

Xpheno in Bengaluru is seeking a dedicated customer support professional to manage queries and resolve issues through phone, email, and live chat. You will serve as the primary liaison between customers and Xpheno, coordinating with Sales, Service, Operations, Logistics, and Technical teams to ensure timely resolution.

The ideal candidate has substantial customer-facing experience in a consumer-facing setting, strong English communication, and proficiency in MS Office and CRM tools.

Qualifications

• 35 years of experience in customer-facing roles.
• Experience in a consumer-facing company or startup preferred.
• Strong English communication skills (verbal & written).
• MS Office knowledge – Excel, Word, Outlook, etc.

Responsibilities

• Handle customer queries through phone calls, emails, and live chat.
• Resolve complaints and provide good customer service.
• Act as the main point of contact between customers and the company and coordinate internally to resolve issues.
• Prepare/update daily reports and maintain customer records in CRM.

Skills

Customer service

English communication

Customer-facing

Tools

MS Office

CRM experience

Job description

The candidate will be responsible for handling customers and resolving their questions/issues through different communication channels.

They will act as the main point of contact between customers and the company and also coordinate internally to make sure customer issues are resolved.

Key Responsibilities :

• Customer Support
  • Handle customer queries through:
    • Phone calls
    • Emails
    • Live chat
  • Resolve complaints and provide good customer service.
  • Maintain a professional and customer-friendly approach.
• Order & Operations
  • Support order processing.
  • Coordinate with internal teams such as:
    • Sales
    • Service
    • Operations
    • Logistics
    • Technical teams
• Customer Experience
  • Identify recurring customer problems.
  • Suggest improvements in processes/products/services.
  • Act as the \"Voice of the Customer\" by sharing customer feedback with internal teams.
• Reports & Database
  • Prepare/update daily reports.
  • Maintain customer records and databases.
  • Update CRM/customer information accurately.

Ideal Candidate

The company is looking for someone with :

• 35 years of experience
• Customer-facing/customer service experience
• Experience in a consumer-facing company or startup preferred
• Good English communication – both verbal and written
• MS Office knowledge – Excel, Word, Outlook, etc.
• CRM experience is an added advantage
• Strong customer service/customer handling skills