Customer Support Executive

Durus Consulting; Chennai District; On-site; INR 250,000 - 380,000; Full time

Job summary

Durus Consulting in Chennai is seeking a customer support specialist to handle queries via voice calls and emails, manage tickets, and ensure resolution within SLA.

You will work with tools like Zendesk, Freshdesk, or ServiceNow, maintain MS Office-based reports, and coordinate with internal teams for timely escalations. English and Hindi proficiency is required; Tamil is a plus. Rotational shifts may be required.

Qualifications

• Excellent verbal and written communication skills.
• Experience in voice/email support and using ticketing tools.
• Good knowledge of MS Office (Excel, Word, PowerPoint).
• Strong customer handling, problem-solving, and multitasking.
• Ability to work in rotational shifts, if required.

Responsibilities

• Handle customer queries through voice calls and emails.
• Create, track, and resolve support tickets within SLA.
• Manage customer escalations and coordinate with internal teams for timely resolution.
• Prepare operational reports and maintain documentation using MS Excel, Word, and PowerPoint.
• Ensure accurate customer records and support daily operational activities.

Skills

Communication skills

Customer handling

Problem-solving

Multitasking

Shift flexibility

Tools

Zendesk

Freshdesk

ServiceNow

Job description

Role & responsibilities

• Handle customer queries through voice calls and emails.
• Create, track, and resolve support tickets within SLA.
• Manage customer escalations and coordinate with internal teams for timely resolution.
• Prepare operational reports and maintain documentation using MS Excel, Word, and PowerPoint.
• Ensure accurate customer records and support daily operational activities.

Required Skills:

• Excellent verbal and written communication skills.
• Experience in voice support, email support, and ticketing tools (Zendesk, Freshdesk, ServiceNow, or similar).
• Good knowledge of MS Office (Excel, Word, PowerPoint).
• Strong customer handling, problem-solving, and multitasking abilities.
• Ability to work in rotational shifts, if required.

Preferred candidate profile

Preferred Languages: English and Hindi (Proficiency mandatory), Tamil

Telugu added advantage