customer support

Job Title: Customer Support Executive

Location: Bangalore, Karnataka, India

Job Details

• Employment Type: Full-Time / Contract (as applicable)

• Work Location: Bangalore (On-site / Hybrid)

• Work Schedule: Rotational Shifts / Day Shift (as applicable)

• Interview Type: 1 Round – Virtual / In-Person

JOB SUMMARY

The Customer Support Executive is responsible for delivering high-quality customer service by addressing customer inquiries, resolving issues, and ensuring a positive customer experience across all interaction channels. The role requires strong communication skills, problem-solving abilities, and a customer-first mindset to support customers efficiently and professionally. The Customer Support Executive works closely with internal teams to ensure timely resolution of issues and continuous improvement of service quality.

ESSENTIAL FUNCTIONS OF THE ROLE

Customer Interaction & Issue Resolution

• Handle customer inquiries via phone, email, chat, or ticketing systems in a professional and timely manner.

• Identify, analyze, and resolve customer issues while ensuring customer satisfaction.

• Escalate complex issues to appropriate teams and ensure timely follow-up and resolution.

Customer Experience & Relationship Management

• Provide accurate information about products, services, policies, and procedures.

• Maintain positive, empathetic, and professional relationships with customers at all times.

• Ensure customers receive consistent and high-quality service.

Documentation & Systems Management

• Accurately document customer interactions, issues, and resolutions in CRM or support systems.

• Update customer records and maintain data accuracy.

• Follow standard operating procedures and service guidelines.

Collaboration & Communication

• Work closely with internal teams such as technical support, operations, and quality teams to resolve customer issues.

• Share customer feedback and insights to help improve products, services, and processes.

Quality & Performance Management

• Meet or exceed defined service-level agreements (SLAs), quality standards, and performance metrics.

• Participate in quality reviews, training sessions, and process improvement initiatives.

Professionalism

• Demonstrate integrity, accountability, and a customer-focused approach in all interactions.

• Adapt to changing processes, tools, and customer requirements.

• Continuously develop skills through training and feedback.

KEY SUCCESS FACTORS

• Strong verbal and written communication skills.

• Excellent problem-solving and active listening abilities.

• Ability to handle difficult situations with empathy and professionalism.

• Customer-centric mindset with attention to detail.

• Ability to work in a fast-paced, team-oriented environment.

• Basic computer proficiency, including CRM systems, email, and MS Office tools.

• Time management and multitasking skills.

QUALIFICATIONS & REQUIREMENTS

• Bachelor's degree in any discipline (preferred).

• 1–3 years of experience in customer support, customer service, or a related role.

• Experience using CRM or ticketing systems is a plus.

• Willingness to work in shifts if required.

• Fluency in English (additional languages are a plus).

ADDITIONAL NOTES

This job description outlines the core responsibilities of the Customer Support role. Management reserves the right to modify duties based on business needs. The role requires a commitment to customer satisfaction, teamwork, and continuous service improvement.