Website:
hragroups.com
Job details:
Company Description HRA Groups | IT Consulting Services is a technology-focused organization committed to driving digital transformation and supporting the next generation of tech professionals. The company delivers services across IT solutions, web development, internships, online courses, certification programs, and talent recruitment, helping bridge the gap between learning and industry practice. HRA Groups designs smart, scalable, and secure web solutions while offering hands-on training and real-time project exposure to students and professionals. Its certified programs build strong technical foundations and provide valuable credentials for career growth in IT. With a dedicated recruitment wing, HRA Groups connects skilled tech talent with organizations seeking innovative digital solutions and expertise.
Client: TheCconnects
The Customer Support Executive will be responsible for assisting customers, understanding their concerns, providing timely solutions, and maintaining a positive customer experience. The role requires strong communication, problem-solving, follow-up, and coordination skills.
Key Roles & Responsibilities
1. Customer Communication
- Respond to customer queries through phone, email, chat, and other communication channels.
- Understand customer requirements and concerns clearly.
- Provide accurate and professional information.
- Maintain a polite, helpful, and customer-friendly approach.
2. Issue Resolution
- Identify and understand customer issues.
- Provide appropriate solutions within the defined timelines.
- Escalate complex or technical issues to the concerned team.
- Follow up until the issue is completely resolved.
3. Customer Follow-up
- Regularly follow up with customers regarding pending issues or requests.
- Ensure customers receive timely updates.
- Maintain proper records of conversations and follow-ups.
4. Ticket & Query Management
- Create, update, and close customer support tickets.
- Prioritize queries based on urgency and business impact.
- Ensure no customer request remains unattended.
5. Coordination with Internal Teams
- Coordinate with Sales, Technical, Operations, and other teams to resolve customer concerns.
- Share accurate customer requirements with the relevant team.
- Follow up internally to ensure timely resolution.
6. Customer Relationship Management
- Build positive relationships with customers.
- Understand recurring customer concerns and identify improvement opportunities.
- Maintain professional communication even when dealing with difficult customers.
7. Documentation & Reporting
- Maintain daily records of:
- Customer calls
- Queries received
- Issues resolved
- Pending issues
- Follow-ups
- Escalations
- Prepare regular support reports for the team lead/manager.
8. Feedback Collection
- Collect customer feedback after issue resolution.
- Identify common complaints and customer pain points.
- Share feedback with the relevant team to improve service quality.
9. Performance & Service Quality
- Meet assigned customer-support KPIs and response-time targets.
- Maintain accuracy and professionalism in customer interactions.
- Work toward improving customer satisfaction and reducing unresolved queries.
🛠️ Skills Required
- Excellent verbal and written communication
- Good listening skills
- Problem-solving ability
- Patience and empathy
- Basic computer/MS Office knowledge
- Good follow-up and coordination skills
- Ability to handle multiple customer requests
- Ability to work under pressure
- Positive and customer-focused attitude
Role: Customer Support Executive
Salary: ₹12,000/month + Additional Incentives + Commissions
Working Days: Monday to Saturday
Working Hours: 9:30 AM to 6:30 PM
Work Mode: Remote and Hybrid
Click on Apply to know more.