Customer Support Executive

About the role

The Customer Support Executive will ensure high levels of customer satisfaction by handling escalated inquiries, resolving complex issues, and guiding junior support staff. This role works closely with cross‑functional teams to improve processes and support the company’s growth.

Key responsibilities

• Answer phone, email and face‑to‑face interactions, managing client requests, claims and tickets.
• Maintain accurate records of transactions and interactions, and generate system maintenance reports.
• Escalate unresolved queries to appropriate departments for timely redressal.
• Translate technical system documents and review requirement documentation.
• Conduct functionality and quality tests, verify system environments, and support ISO 9001 compliance.
• Perform testing of new functionalities, error correction and monitoring in non‑production environments.
• Review systems before and after production deployment and create test documentation for customer approval.
• Act as the primary customer liaison, providing early warnings of issues and facilitating communication with project and business development teams.

Required profile

• Proven ability to handle escalated customer inquiries and resolve complex problems.
• Experience guiding junior support staff and collaborating with multiple internal teams.
• Familiarity with ISO 9001 processes and system testing procedures.
• Strong written and verbal communication skills for documentation and customer interaction.

Required skills

• Ticketing system management
• System testing and quality assurance
• ISO 9001 compliance knowledge

What we offer

• Comprehensive professional development programs.
• Total rewards philosophy focused on employee well‑being.
• Inclusive and nurturing workplace culture.