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Job Description
Customer Support Executive & Data Analytics
Job Title: Customer Support Executive & Data Analytics
Department: Customer Support / Operations
Employment Type: Full-Time
Location: Mohali
Experience: 0–2 Years
Job Summary
We are looking for a detail-oriented and customer-focused Customer Support Executive & Data Analytics professional who will be responsible for managing day-to-day customer transactions, resolving customer queries, monitoring transaction success rates, and maintaining accurate operational data.
The role will also involve preparing and maintaining Excel sheets, MIS reports, dashboards, and performance reports to track successful and failed transactions, identify recurring issues, and provide actionable insights to improve customer experience and operational efficiency.
Key Responsibilities
Customer Support & Operations
- Manage day-to-day customer transactions and customer support activities.
- Handle customer queries, complaints, and transaction-related issues through calls, emails, chats, or other support channels.
- Ensure timely resolution and proper follow-up of customer complaints.
- Monitor customer satisfaction and overall customer success rate.
- Coordinate with internal teams to resolve failed, pending, or disputed transactions.
- Maintain proper records of customer interactions and resolutions.
- Identify recurring customer issues and escalate critical matters to the concerned team.
Data Management & Analytics
- Maintain daily transaction data, including successful, failed, pending, cancelled, and disputed transactions.
- Track and analyze transaction success rate, failure rate, resolution time, and customer complaints.
- Prepare and maintain Excel-based MIS reports on a daily, weekly, and monthly basis.
- Maintain detailed records of transaction failures and categorize them based on the reason for failure.
- Analyze data to identify trends, recurring problems, and operational gaps.
- Prepare performance reports for management and highlight important findings.
- Ensure accuracy and consistency of all operational and customer data.
- Maintain historical records for future analysis and performance comparison.
Reporting & MIS
- Prepare daily, weekly, and monthly performance reports.
- Create Excel dashboards and summaries covering:
- Total Transactions
- Successful Transactions
- Failed Transactions
- Pending Transactions
- Success Rate %
- Failure Rate %
- Customer Complaints
- Complaint Resolution Rate
- Average Resolution Time
- Repeat/Recurring Issues
- Share regular reports with management and relevant departments.
- Provide data-based insights and recommendations for improving transaction success and customer experience.
Required Skills
- Good knowledge of MS Excel and data management.
- Knowledge of formulas such as VLOOKUP/XLOOKUP, COUNTIF, SUMIF, IF, Pivot Tables, and basic charts.
- Strong analytical and problem-solving skills.
- Good communication and customer-handling skills.
- Ability to maintain accurate records and work with large volumes of data.
- Good attention to detail.
- Ability to prepare clear and professional MIS reports.
- Basic knowledge of data visualization/dashboard creation is an advantage.
- Ability to work independently as well as coordinate with different teams.
Key Performance Indicators (KPIs)
- Customer Success Rate
- Transaction Success Rate
- Transaction Failure Rate
- Customer Complaint Resolution Rate
- Average Resolution Time
- Data Accuracy
- Report Submission Timeliness
- Number of Recurring Issues Identified and Resolved
- Customer Satisfaction Score
Preferred Candidate
The ideal candidate should be customer-oriented, analytical, organized, and comfortable working with both people and data. The candidate should be capable of handling customer issues while simultaneously maintaining accurate operational records and converting transaction data into meaningful management reports.
Qualification: Graduate in any discipline. Candidates with a background in BBA, B.Com, Business Analytics, Data Analytics, or related fields will be preferred.
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