Customer Support Executive

Role & responsibilities

• Customer Grievance Management:
  
• Conduct 8 to 10 customer grievance meetings per month, ensuring prompt resolution and root cause analysis.
  
• Act as the escalation point for critical customer issues and follow through till closure.
  
• Customer Engagement & Relationship Building:
  
• Maintain regular interactions with all organic customers, ensuring high service satisfaction.
  
• Proactively extract inorganic business opportunities from the existing organic customer base.
  
• Reporting & MIS:
  
• Own and manage MIS and reporting related to customer interactions, grievances, service performance, and revenue opportunities.
  
• Provide actionable insights through regular dashboards and review reports.
  
• Internal Capability Building:
  
• Build hands-on expertise in internal tools and platforms like Oneil and Infosmart.
  
• Conduct product and process training sessions for the operations and customer service teams to ensure alignment and capability enhancement.
  
• Revenue Enablement:
  
• Leverage the Customer Service (CS) team to identify and generate inorganic leads and support revenue growth through special projects.
  
• Service Innovation:
  
• Encourage and implement out-of-the-box service improvement ideas, setting benchmarks for customer satisfaction.
  
• Contribute to strategic initiatives to improve operational efficiency and customer experience.
  

Desired Skills & Competencies:

• Strong communication and interpersonal skills
  
• Analytical mindset with a keen eye for detail in reporting
  
• Ability to manage and lead customer-facing initiatives
  
• Proficiency in CRM or internal tools such as Oneil, Infosmart (training will be provided)
  
• Leadership in driving service excellence and innovation
  
• Experience in cross-functional coordination with Ops, Sales, and Product teams
  

Qualifications & Experience:

• Graduate/Post-Graduate in any discipline
  
• 46 years of experience in customer support or service delivery, preferably in a mid-management role
  
• Experience in handling escalations, grievance redressal, and client relationship management is preferred
  

Work Schedule:

• Full-time
  
• 5 days working (as per organizational norms)
  
• Location: Salt Lake, Sector V, Kolkata (On-site)