Job Description

Roles and Responsibilities of a Customer Support Executive

A

Customer Support Executive

plays a crucial role in ensuring customer satisfaction by addressing inquiries, resolving complaints, and maintaining a positive brand experience.

1. Customer Interaction & Issue Resolution

Handle incoming customer queries via calls, emails, chats, and social media. Provide prompt and accurate responses to inquiries about products, orders, warranties, and services. Troubleshoot issues related to products and assist customers with solutions.

2. Order Management & Support

Assist customers with order placement, tracking, cancellations, and returns. Coordinate with logistics and delivery teams to resolve shipping issues. Ensure timely resolution of escalated cases.

3. Product Knowledge & Guidance

Stay updated on product specifications, features, and usage guidelines. Educate customers on product functionalities and troubleshooting steps. Recommend relevant products and services based on customer needs.

4. Complaint Handling & Escalation Management

Address customer complaints efficiently and professionally. Escalate complex issues to the concerned department and ensure follow-ups. Document complaints, resolutions, and feedback to improve service quality.

5. CRM & Data Management

Maintain accurate records of customer interactions and resolutions in CRM software. Track common customer issues and provide insights for process improvement. Generate reports on customer queries, trends, and feedback.

6. Customer Experience & Satisfaction

Conduct follow-ups to ensure customer issues are fully resolved. Gather customer feedback to enhance service quality. Assist in loyalty programs, customer engagement initiatives, and surveys.

7. Collaboration with Internal Teams

Work closely with sales, logistics, and product teams to ensure smooth operations. Communicate customer pain points to the relevant teams for product/service improvements. Suggest policy enhancements based on common customer concerns.

Customer Support at Hammer

Since Hammer deals with

corporate gifting

and

electronics

, the customer support executive should also:
? Assist B2B clients with bulk orders, customization, and corporate partnerships.
? Handle technical support for smartwatches, TWS, and other electronics.
? Manage after-sales service, warranty claims, and repair requests efficiently.

Job Type: Full-time

Pay: ?8,086.00 - ?18,000.00 per month

Schedule:

Day shift
Supplemental Pay:

Performance bonus
Language:

English (Preferred) Hindi (Preferred)
Work Location: In person