Customer Support Executive ( Retail Industry)

Job Description:

Role Summary

Customer Support Executive will handle customer interactions, resolve queries efficiently, maintain customer satisfaction, and ensure smooth communication between customers and internal teams.

KRA: Task / Activities

• Handle inbound and outbound customer calls
• Resolve customer queries via phone, email, and chat
• Maintain customer records and update CRM systems
• Coordinate with internal departments for issue resolution
• Ensure customer satisfaction and service quality standards

KPI: Performance Metrics

• Customer satisfaction scores
• Response and resolution time
• Daily call handling targets
• Accuracy of customer information updates
• Customer retention and complaint closure rate

Desired Profile / Criteria / Skills :

Required Skills

• Good communication skills in English and local language
• Basic computer knowledge
• MS Office and email handling knowledge
• Customer handling skills
• Typing and documentation skills

Preferred skills

• Prior customer support experience
• CRM software exposure
• Problem-solving ability
• Call handling experience
• Multi-tasking skills