Walk-in | Customer Support Executive

High Street Essentials; Delhi; On-site; INR 250,000 - 420,000; Full time

Job summary

High Street Essentials is seeking a customer support executive to manage inbound and outbound communications from domestic customers. You will resolve queries, process requests, and ensure timely follow-up with a focus on customer satisfaction.

The role requires strong English communication, active listening, and the ability to multitask across social media and email channels while adhering to SOPs and quality guidelines.

Qualifications

• Excellent verbal and written English communication.
• Strong active listening and comprehension skills.
• Good telephone and email etiquette.
• Ability to multitask in a blended process.
• 1-3 years of relevant B2C experience.

Responsibilities

• Manage inbound calls/mails from domestic & international customers.
• Handle query, request & complaints effectively to provide appropriate resolution and alternatives within the defined timeline.
• Strong follow up on cases to ensure final resolution keeping the customer experience in mind.
• Go the extra mile to assist the customer and escape in case of any breach of the predefined policy and guidelines.
• Coordinate timely with inter-departments to resolve escalations.
• Make outgoing calls for follow-up cases and ensure closure.
• Adhere to business SOP and quality guidelines
• Manage social media query on Instagram, WhatsApp, Facebook & Twitter
• Basic MS Word & Excel skills to manage relevant data on G-drive. 10. Escalation handling, conversation and cancellation Retention.

Skills

English communication

Active listening

Telephone etiquette

Email etiquette

Multi-tasking

Tools

MS Word

MS Excel

Job description

Key Responsibilities:

1. Manage inbound calls/mails from domestic & international customers
2. Handle query, request & complaints effectively to provide appropriate resolution and alternatives within the defined timeline.
3. Strong follow up on cases to ensure final resolution keeping the customer experience in mind.
4. Go the extra mile to assist the customer and escape in case of any breach of the predefined policy and guidelines.
5. Coordinate timely with inter-departments to resolve escalations.
6. Make outgoing calls for follow-up cases and ensure closure.
7. Adhere to business SOP and quality guidelines
8. Manage social media query on Instagram, WhatsApp, Facebook & Twitter
9. Basic MS word & excel skills to manage relevant data on G-drive. 10. Escalation handling, conversation and cancellation Retention.

Requirements:

1. Good verbal and written English communication skills
2. Strong active listening and comprehension skills
3. Telephone etiquettes & Email etiquettes
4. Multi-tasking: To be able to work in a blended process
5. 1-3 years of relevant experience in B2C .