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JD - Customer Support Executive-1

The document outlines the job description for a Customer Support Executive at a company serving the manufacturing and trading sectors. The role focuses on handling customer inquiries, resolving complaints, and ensuring high-quality service, with an emphasis on communication skills and problem-solving abilities. The evaluation process includes a screening test, communication assessment, and cultural fit discussion, with a salary budget of 20-24K CTC and a preference for male candidates.

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14 views3 pages

JD - Customer Support Executive-1

The document outlines the job description for a Customer Support Executive at a company serving the manufacturing and trading sectors. The role focuses on handling customer inquiries, resolving complaints, and ensuring high-quality service, with an emphasis on communication skills and problem-solving abilities. The evaluation process includes a screening test, communication assessment, and cultural fit discussion, with a salary budget of 20-24K CTC and a preference for male candidates.

Uploaded by

mamtayadav9626
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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JD: Customer Support Executive

BACKGROUND
Our company caters to customers in the manufacturing and trading sectors who
require trucks for transporting materials. We provide a service that allows these
customers to book trucks through our application. If they encounter any issues with
the application or our services, they can raise their problems through tickets or
emails. The Customer Experience team is dedicated to addressing these issues
promptly and ensuring an excellent user experience.

Objective
The Customer Service Executive will be responsible for handling customer inquiries,
resolving customer complaints, and providing high-quality customer service to
ensure customer satisfaction and loyalty. This role requires excellent communication
skills, problem-solving abilities, and a customer-centric approach.

Metrics

1. On-time resolution:
● Provide timely resolution to customer issues raised through tickets or
emails.
● Monitor and achieve on-time resolution metrics.

2. Feedback
● Take care of the customer feedback.
● Continuously improve the customer support process based on
feedback and performance metrics.
● Ensure a high level of customer satisfaction and experience.

Skill Set:
1. Customer Communication
● Respond to customer inquiries via phone, email, and chat in a
professional manner.
2. Communication Quality
● Clarity of Communication
● Tone and Professionalism
● Active Listening Skills
● Communication Effectiveness
3. Problem-Solving Skills
● The ability to analyze situations, identify issues, and propose effective
solutions is essential for resolving customer problems efficiently.
4. Product Knowledge
● A good understanding of the company's products or services allows
support executives to provide accurate information and guidance to
customers.
5. Teamwork
● Collaborating with colleagues and other departments to address
complex customer issues or improve processes is often necessary in a
customer support role.

Qualifications/Experience:
● Bachelor's degree in any field (preferred).
● Proven experience in a customer service role (minimum 1 year preferred).
● Good written and verbal communication skills.

Salary budget: 20-24K CTC


Work days | Timings: 6 Day | Rotational shift
Work Modes: WFO
*Required only Male candidates

Evaluation Process :

Rounds What to check Context of What Person

1 Screening test To Check the IQ and written Shashi


English

2 Communication & problem solving Communication and Active Shashi


Listening.
Evaluate candidates' responses
using the STAR (Situation, Task,
Action, Result) method.

3 Discuss the company culture If required-


Cultural Fit Assessment & Salary
and values to gauge if the
candidate aligns with them. Akash
Discussion
Salary discussion.

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