Customer Support Executive

Job DescriptionCompany: iQue Cap

Designation: Customer Support Executive

Department: Customer Support

Employment Type: Full-Time

Reporting To: Customer Support Manager / Operations Manager

Job Summary

We are looking for a professional and customer-focused Customer Support Executive to handle customer communication through email, chat, WhatsApp, and other approved communication channels. The candidate will be responsible for addressing customer queries, providing accurate information, coordinating with internal teams, and ensuring timely resolution of customer concerns.

Key Responsibilities

• Customer CommunicationHandle customer queries through email, chat, WhatsApp, and other communication channels.
• Respond to customer queries professionally and within the required turnaround time.
• Provide accurate information regarding company services, processes, accounts, and requests.
• Maintain a polite and professional communication style.

Email Management

• Monitor and manage the customer support email inbox.
• Draft professional responses to customer queries.
• Follow up on pending requests and ensure timely closure.
• Maintain proper records of important customer communication.

Chat Support

• Handle customer conversations through chat platforms.
• Understand customer concerns and provide appropriate solutions.
• Respond to multiple customer queries efficiently.
• Escalate complex issues to the concerned department or reporting manager.

Query Resolution

• Understand and resolve customer complaints and requests.
• Coordinate with Sales, Operations, Accounts, Compliance, and other departments whenever required.
• Track unresolved queries until closure.
• Ensure customers receive timely updates on their requests.

Follow-Up

• Follow up with customers regarding pending documents, requests, confirmations, and other requirements.
• Maintain proper follow-up records.
• Ensure no customer query remains unattended.

Documentation & CRM

• Maintain accurate records of customer interactions and resolutions.
• Update CRM and internal systems regularly.
• Ensure customer information and communication records are properly maintained.

Customer Experience

• Maintain a positive relationship with customers through professional communication.
• Handle complaints and difficult conversations patiently and professionally.
• Ensure a high level of customer satisfaction.
• Maintain confidentiality of customer and company information.

Required Skills

• Excellent written and verbal communication skills.
• Strong email drafting and chat communication skills.
• Good English grammar and professional writing ability.
• Strong customer-handling skills.
• Good problem-solving and follow-up skills.
• Ability to multitask and manage multiple customer queries.
• Basic knowledge of MS Office / Google Workspace.
• CRM experience will be an added advantage.
• Professional and positive attitude.

Educational Qualification

Bachelor's degree in any discipline.

Experience

1–3 years of experience in customer support, client servicing, banking, financial services, or a similar role.