Job Description
Position Title: Customer Support Executive
Department: Customer Service
Reports To: Operations Manager
Location: Gubbacci Headquarters
Primary Responsibilities
1. Zoho Desk Platform Mastery
Learn and maintain comprehensive knowledge of Zoho Desk and all its functionalities.
Ensure optimal usage of Zoho Desk to streamline customer support operations.
Continuously review and optimize ticket flow, categories, automation rules, and workflows within the system.
Serve as the internal Zoho Desk expert and trainer for new and existing team members.
2. Customer Interaction and Ticket Management
Create tickets diligently for every incoming customer issue, ensuring proper categorization and tagging.
Respond to all incoming customer calls within the same business day, or at the latest by 12 NOON the next working day.
Document all communication clearly within Zoho Desk, ensuring traceability and accountability.
3. Prompt Follow-up
Follow up with all customer queries and requests promptly until the issue is resolved to customer satisfaction.
Set reminders and use ticket statuses (Open, Pending, On Hold, Resolved, Closed) accurately for each case.
Secondary Responsibilities
4. Team Collaboration
Work closely with Sales, Warehouse, Billing, Production, and Merchandising teams to ensure accurate and timely resolution of customer concerns.
Share customer feedback with relevant departments to support quality improvement and service optimization.
5. Training and Knowledge Sharing
Train other support team members and cross-functional colleagues on the use and benefits of Zoho Desk.
Develop simple documentation or SOPs for internal training related to common Zoho Desk workflows.
General Customer Support Executive Duties
Maintain a positive, empathetic, and professional attitude toward customers at all times.
Communicate clearly, effectively, and courteously over phone, email, and chat.
Manage customer expectations and provide realistic timelines for issue resolution.
Escalate complex issues to the appropriate team or supervisor as per escalation protocols.
Assist in processing refunds, replacements, and service requests when authorized.
Gather customer feedback, complaints, and suggestions, and compile weekly reports for management.
Maintain confidentiality of customer data at all times.
Job Types: Full-time, Permanent
Pay: ₹15,000.00 - ₹30,000.00 per month
Benefits:
Health insurance
Provident Fund
Work Location: In person
Return
Department: Customer Service
Reports To: Operations Manager
Location: Gubbacci Headquarters
Primary Responsibilities
1. Zoho Desk Platform Mastery
Learn and maintain comprehensive knowledge of Zoho Desk and all its functionalities.
Ensure optimal usage of Zoho Desk to streamline customer support operations.
Continuously review and optimize ticket flow, categories, automation rules, and workflows within the system.
Serve as the internal Zoho Desk expert and trainer for new and existing team members.
2. Customer Interaction and Ticket Management
Create tickets diligently for every incoming customer issue, ensuring proper categorization and tagging.
Respond to all incoming customer calls within the same business day, or at the latest by 12 NOON the next working day.
Document all communication clearly within Zoho Desk, ensuring traceability and accountability.
3. Prompt Follow-up
Follow up with all customer queries and requests promptly until the issue is resolved to customer satisfaction.
Set reminders and use ticket statuses (Open, Pending, On Hold, Resolved, Closed) accurately for each case.
Secondary Responsibilities
4. Team Collaboration
Work closely with Sales, Warehouse, Billing, Production, and Merchandising teams to ensure accurate and timely resolution of customer concerns.
Share customer feedback with relevant departments to support quality improvement and service optimization.
5. Training and Knowledge Sharing
Train other support team members and cross-functional colleagues on the use and benefits of Zoho Desk.
Develop simple documentation or SOPs for internal training related to common Zoho Desk workflows.
General Customer Support Executive Duties
Maintain a positive, empathetic, and professional attitude toward customers at all times.
Communicate clearly, effectively, and courteously over phone, email, and chat.
Manage customer expectations and provide realistic timelines for issue resolution.
Escalate complex issues to the appropriate team or supervisor as per escalation protocols.
Assist in processing refunds, replacements, and service requests when authorized.
Gather customer feedback, complaints, and suggestions, and compile weekly reports for management.
Maintain confidentiality of customer data at all times.
Job Types: Full-time, Permanent
Pay: ₹15,000.00 - ₹30,000.00 per month
Benefits:
Health insurance
Provident Fund
Work Location: In person
Return
💡 Quick Summary
Seeking a career-building opportunity? The Customer Support Executive (CSE) position is now open for candidates interested in the BPO Jobs sector. This role in Bangalore offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.
