Customer Support Executive

Job Description:

We are looking for a customer-focused and proactive Customer Support Executive to handle customer interactions across B2B (Business-to-Business), B2C (Business-to-Consumer), and D2C (Direct-to-Consumer) segments.

The candidate will be responsible for managing customer queries, resolving complaints, processing orders, and ensuring high levels of customer satisfaction. Freshers will receive proper training and guidance, while experienced candidates will handle more complex cases and client relationships.

Key Responsibilities:

Customer Interactions:

- Handle inbound and outbound calls, emails, chats, and social media inquiries. - Provide accurate information about products, services, pricing, and company policies. - Maintain a professional and positive tone in all communications

Query & Complaint Resolution:

- Resolve basic customer issues independently (for beginners). - Handle complex complaints and escalations (for experienced candidates). - Escalate critical issues to senior management when required. - Follow up with customers to ensure complete resolution.

B2B Account Handling :

- Communicate with business clients and maintain professional relationships. - Process bulk orders, quotations, invoices, and service requests. - Coordinate with internal departments to meet client requirements. - Ensure Service Level Agreements (SLA) are maintained.

B2C/D2C Support:

- Assist customers with order placement, tracking, returns, cancellations, and refunds. - Handle after-sales service and warranty support. - Support e-commerce and direct-to-consumer platforms.

Documentation &Reporting :

- Maintain accurate customer records in CRM systems. - Track order status and update necessary details. - Meet performance metrics such as: - Customer Satisfaction (CSAT) - First Response Time (FRT) - Resolution Time - First Call Resolution (FCR)

Required Skills

- Strong verbal and written communication skills - Basic computer knowledge (MS Office, CRM tools) - Good problem-solving ability - Ability to multitask and work under pressure - Positive attitude and customer-first mindset - Team collaboration skills - Knowledge on AI Usage

For Freshers (Beginner Role):

- Training will be provided. - Handle basic customer queries. - Work under supervision of Team Leader. - Focus on learning communication and service skills.

For Experienced Candidates:

- Handle escalations and complex issues. - Manage B2B client accounts. - Train or guide junior team members. - Improve service processes and customer experience.

Qualifications

- Bachelor’s degree in Marketing, Business, or related field - 0–10 years of experience in Customer Support (Freshers with strong skills can apply)

What We Offer

- Performance-based incentives - Supportive and professional work culture

Interested candidates can apply via LinkedIn or send their resume to [venkatasaiteja.t@ringnexa.com].

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