Customer Support Executive

JRK Research; Chennai District; On-site; INR 300,000 - 420,000; Full time

Job summary

JRK Research is seeking a customer support professional to handle multi-channel inquiries and manage customer interactions. The role focuses on delivering high-quality service, maintaining CRM records, and supporting retention initiatives across ecommerce products.

The candidate will engage with customers via phone, email, and chat, escalate complex issues, and work to convert inquiries into repeat business while ensuring customer satisfaction.

Responsibilities

• Handled both inbound and outbound calls; average daily calls: 80.
• Handled inquiries via phone, email, chat and other channels.
• Resolved ecommerce and product complaints with timely solutions.
• Maintained CRM records of customer interactions.
• Diverted leads to Marketing and ecommerce sites; followed up until lead closure.
• Called old customers to maintain relationships and gather feedback.
• Followed up with previous customers to drive repeat business and retention.
• Identified customer needs and informed about products, services, offers.
• Escalated complex issues to the appropriate department.
• Ensured high customer satisfaction and service quality.
• Supported retention campaigns product-wise and re-engaged inactive customers.

Job description

Role & responsibilities

Both Inbound and Outbound calls have been handled. Average daily calls: 80.

Handle all customer inquiries via phone, email, chat, or other communication channels.

Resolve customer complaints regarding E-commerce and about Products provide appropriate solutions within the given time frame.

Maintain accurate records of customer interactions in the CRM system.

Divert leads to the respective Marketing Team zone and E-commerce website. Regular follow-up until Lead closure.

Call old customers to maintain relationships and gather feedback on both products and services.

Follow up with previous customers to encourage repeat business and improve retention.

Identify customer needs and provide information about products, services, and offers.

Escalate complex issues to the appropriate department when necessary.

Ensure high levels of customer satisfaction and service quality.

Support retention campaigns product-wise and re-engage inactive customers.