Assistant Manager Customer Success in Gurgaon, भारत

NAJob Description – Customer Support ExecutiveJob Title

Customer Support Executive

Location

Gurgaon (Work from Office)

Employment Type

Full-time

Experience

1–4 Years

About the Role

We are looking for a customer-focused and proactive Customer Support Executive to join our team. The ideal candidate will be responsible for handling customer queries, resolving issues efficiently, and delivering an exceptional customer experience across multiple communication channels.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, and WhatsApp.

• Resolve customer complaints promptly and professionally.

• Understand customer concerns and provide accurate information about products and services.

• Escalate complex issues to the relevant teams and ensure timely resolution.

• Maintain detailed records of customer interactions in the CRM system.

• Follow up with customers to ensure complete issue resolution.

• Meet defined SLAs, response times, and customer satisfaction (CSAT) targets.

• Collaborate with internal teams to improve customer experience.

• Identify recurring issues and provide feedback for process improvements.

• Maintain professionalism and empathy in every customer interaction.

Required Skills

• Excellent verbal and written communication skills.

• Strong problem-solving and conflict-resolution abilities.

• Customer-first attitude with empathy and patience.

• Ability to multitask in a fast-paced environment.

• Basic computer proficiency and familiarity with CRM or helpdesk tools.

• Strong organizational and time-management skills.

• Ability to work independently as well as within a team.

Qualifications

• Bachelor's degree in any discipline.

• 1–4 years of experience in Customer Support, Customer Service, or Voice/Non-Voice Process.

• Freshers with excellent communication skills may also be considered.

Preferred Skills

• Experience with CRM platforms such as Zoho, Freshdesk, Salesforce, HubSpot, or Zendesk.

• Experience handling email, chat, and voice support.

• Knowledge of ticket management systems.

• Basic MS Excel and MS Office proficiency.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)

• First Response Time (FRT)

• First Contact Resolution (FCR)

• Average Resolution Time (ART)

• Ticket Closure Rate

• Customer Retention

• SLA Compliance

• Quality Audit Score

Why Join Us?

• Opportunity to work in a fast-growing organization.

• Collaborative and supportive work environment.

• Career growth and learning opportunities.

• Competitive salary and performance-based incentives.