Job Location:

Office-based position. The Customer Support Executive will work from the company office and may also interact with customers in person when required.

Job Overview:

The Customer Support Executive plays a crucial role in maintaining positive relationships between the organization and its customers or students. The employee will be responsible for handling customer inquiries, providing accurate information, resolving issues, and ensuring overall customer satisfaction.

This role involves regular communication through phone calls, messages, emails, and face-to-face interactions. The Customer Support Executive must handle all interactions in a polite, patient, and professional manner while following company policies and service standards.

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Key Roles & Responsibilities:

1. Customer Communication & Call Handling:
• Handle incoming and outgoing calls in a professional and courteous manner.
• Respond to customer inquiries via phone calls, WhatsApp messages, emails, and in-person communication.
• Clearly explain the organization’s services, processes, policies, and offerings.
• Maintain proper call etiquette and follow standard communication guidelines.

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2. Query Resolution & Complaint Handling:
• Understand customer problems and provide effective and timely solutions.
• Handle customer complaints patiently and professionally without arguments.
• Escalate complex or unresolved issues to senior staff or concerned departments.
• Ensure customer issues are resolved within the defined turnaround time.

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3. Information & Service Support:
• Provide accurate, complete, and updated information about company services, courses, fees, procedures, and timelines.
• Guide customers or students step-by-step for registration, documentation, or service usage.
• Avoid providing false or misleading information under any circumstances.

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4. Data Management & Record Maintenance:
• Maintain and update customer records, call logs, inquiry details, and follow-up data.
• Enter customer information accurately into the company’s system or software.
• Ensure data confidentiality and follow company data protection policies.

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5. Follow-ups & Coordination:
• Conduct regular follow-ups with customers to ensure issue resolution.
• Coordinate with departments such as marketing, admissions, accounts, and technical support for smooth service delivery.
• Inform customers about updates, confirmations, or changes related to their queries.

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6. Customer Satisfaction & Relationship Management:
• Build long-term positive relationships with customers through courteous service.
• Ensure high levels of customer satisfaction and service quality.
• Collect customer feedback and share it with management for service improvement.

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7. Discipline, Reporting & Compliance:
• Maintain punctuality, discipline, and professionalism at the workplace.
• Follow company rules, policies, and work instructions strictly.
• Submit daily work reports, call summaries, or task updates when required.

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Work Environment & Expectations:
• This is a full-time office-based job.
• The employee must be comfortable handling multiple customer interactions daily.
• Ability to work under pressure and manage time effectively is essential.
• Rotational shifts may apply, depending on business requirements.

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Eligibility Criteria & Required Skills:

Educational Qualification:
• Minimum qualification: 12th Pass / Graduate (Preferred)

Required Skills:
• Excellent verbal communication and listening skills
• Polite, patient, and professional attitude
• Basic computer knowledge (MS Word, MS Excel, email, CRM systems)
• Ability to type and manage data accurately
• Problem-solving and coordination skills

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Ideal Candidate Profile:

This position is suitable for candidates who:
• Enjoy helping people and solving problems
• Can communicate clearly and confidently
• Are disciplined, responsible, and customer-focused
• Are looking for a stable office-based role
• Are comfortable working with phones and computers

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Salary & Benefits:
• Fixed Monthly Salary: ₹15,000/-
• Timely salary payment
• Stable working environment
• Opportunity to gain experience in customer handling and communication
• Growth opportunities based on performance