Customer Support Executive

Re'equil India Private Limited; India; On-site; INR 279,000 - 469,000; Full time

Job summary

Re'equil India Private Limited in India is seeking a Customer Support Executive to manage inquiries across email, chat, calls, WhatsApp, and social media.

You will resolve complaints within defined timelines, maintain CRM records, and collaborate with internal teams to improve processes while hitting KPIs like CSAT, SLA, and First Response Time. The role also requires excellence in communication and proficiency with Excel/MS Office.

Qualifications

• Bachelor's degree in any field.
• 1–3 years of experience in customer support.
• Freshers with excellent communication skills are welcome.
• Excellent verbal and written communication skills.
• Experience with CRM software and omnichannel customer support.
• Strong time management, multitasking, and organizational skills.
• Attention to detail with a commitment to delivering high-quality customer service.
• Good problem-solving and interpersonal skills.
• Proficiency in Microsoft Excel and MS Office applications.

Responsibilities

• Handle customer inquiries via email, chat, incoming & outgoing calls, WhatsApp, and social media.
• Resolve customer complaints and provide appropriate solutions within the defined turnaround time.
• Maintain accurate customer records and update CRM systems.
• Escalate complex issues to the relevant teams and follow up until resolution.
• Meet defined KPIs such as CSAT, SLA, AHT, First Response Time, and Resolution Time.
• Ensure all customer interactions are professional, empathetic, and aligned with the brands tone of voice.
• Identify recurring customer issues and share feedback with internal teams for process improvement.

Skills

Verbal communication

Written communication

Time management

Multitasking

Organizational skills

Attention to detail

Problem-solving

Interpersonal skills

Education

Bachelor's degree

Tools

CRM software

Microsoft Excel

MS Office

Job description

Job Description:

1. Handle customer inquiries via email, chat, incoming & outgoing calls, WhatsApp, and social media.

2. Resolve customer complaints and provide appropriate solutions within the defined turnaround time.

3. Maintain accurate customer records and update CRM systems.

4. Escalate complex issues to the relevant teams and follow up until resolution.

5. Meet defined KPIs such as CSAT, SLA, AHT, First Response Time, and Resolution Time.

6. Ensure all customer interactions are professional, empathetic, and aligned with the brands tone of voice.

7. Identify recurring customer issues and share feedback with internal teams for process improvement.

Requirements

• Bachelors degree in any field.


• 1–3 years of experience in customer support/customer service (freshers with excellent communication skills are welcome).


• Excellent verbal and written communication skills.


• Experience with CRM software and omnichannel customer support.


• Strong time management, multitasking, and organizational skills.


• Attention to detail with a commitment to delivering high-quality customer service.


• Good problem-solving and interpersonal skills.


• Proficiency in Microsoft Excel and MS Office applications.