Customer Support Executive

We are looking for a Customer Support Executive to manage client enquiries, provide timely assistance, coordinate resolutions, and ensure a smooth customer experience.The role will involve handling emails, phone calls, client requests, complaints, and escalations, while coordinating internally with the relevant departments to provide appropriate solutions.Key Responsibilities1. Client EnquiriesRespond to client enquiries through email, phone calls, and other official communication channels.Understand client requirements and provide accurate information.Follow up on pending enquiries and ensure timely closure.Maintain proper records of client communications and requests.2. Customer ComplaintsReceive and acknowledge customer complaints professionally.Understand the issue and collect all relevant information.Coordinate with the concerned department to investigate and resolve complaints.Keep clients updated regarding the status of their complaints.Ensure complaints are properly documented and closed.3. Escalation ManagementIdentify issues that require escalation to management or another department.Escalate matters with complete information and supporting documents.Monitor escalated cases until a resolution is provided.Communicate the final resolution clearly to the client.4. Solution & ResolutionTake ownership of client issues from initial enquiry until resolution.Coordinate with internal teams to identify practical solutions.Provide accurate and timely responses without making unauthorized commitments.Follow up to confirm that the client's issue has been properly resolved.5. Email & CommunicationHandle professional client correspondence through email.Draft clear, polite, and professional responses.Maintain proper communication records.Ensure important client communications are forwarded to the relevant team or management when required.6. Call HandlingHandle incoming and outgoing client calls professionally.Understand client concerns and provide appropriate assistance.Record important details from calls and ensure required follow-up actions are completed.Maintain professional communication even in difficult or escalated situations.7. Internal CoordinationCoordinate with sales, operations, finance, legal, HR, and other relevant departments when required.Follow up internally on pending client requests.Ensure information provided to clients is consistent with the company's approved procedures and policies.