Customer Support Executive Jobs Opening in Edifying management pvt ltd at Dum Dum, Kolkata

Customer Support Executive
Job Description
Key Responsibilities
1. Customer Interaction
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Answer inbound customer calls, emails, and chat queries professionally and promptly.
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Provide accurate information about products, services, pricing, orders, or technical processes.
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Address and resolve customer concerns, complaints, and issues within defined timelines.
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Follow up on unresolved customer inquiries to ensure complete satisfaction.
2. Issue Resolution & Escalation
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Troubleshoot problems and provide solutions, or guide customers through the necessary steps.
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Escalate complex or high-priority issues to team leaders, supervisors, or specialized departments.
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Ensure all escalated matters are closed with proper resolution and customer acknowledgment.
3. Documentation & CRM Updating
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Record customer interactions, comments, and complaints in CRM or support software.
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Maintain logs of support tickets, resolution status, and relevant customer feedback.
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Prepare daily/weekly reports summarizing issues handled, TAT (Turnaround Time), and satisfaction metrics.
4. Process Adherence & Quality
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Follow company protocols, scripts, and standard operating procedures (SOPs).
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Meet or exceed service-level KPIs such as response time, resolution time, first call resolution (FCR), and customer satisfaction (CSAT).
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Ensure communication is clear, error-free, and consistent with brand guidelines.
5. Customer Relationship Management
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Build positive relationships with customers by providing high-quality service.
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Upsell or cross-sell products/services if aligned with customer needs and company goals.
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Collect and report customer feedback for improving services, processes, or products.
6. Collaboration
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Coordinate with internal departments such as sales, technical support, logistics, or billing to resolve issues.
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Participate in team meetings, training sessions, and knowledge-sharing discussions.
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Assist colleagues during high-volume days or special campaigns.
More information about this Customer Support Executive Job
Please go through the below FAQs to get all answers related to the given Customer Support Executive job
- What are the job requirements to apply for this Customer Support Executive job position?
- Ans: A candidate must have a minimum of fresher as an Customer Support Executive
- What is the qualification for this job?
- Ans: The candidate can be a Graduate from any of the following: 12th Pass (HSE)
- What is the hiring Process of this job?
- Ans: The hiring process all depends on the company. Normally for an entry level, hiring the candidate has to go for Aptitude, GD (If they look for communication),Technical test and face to face interviews.
- This Customer Support Executive is a work from home job?
- Ans: No ,its not a Work from Home Job.
- How many job vacancies are opening for the Customer Support Executive position?
- Ans: There are immediate 1 job openings for Customer Support Executive in our Organisation.