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Customer Support Executive – Queries & Grievance Handling
Customer Support Executive – Queries & Grievance Handling
22
Mumbai
Job Views:
Created Date: 2025-10-16
End Date: 2025-11-14
Experience: 2 - 3 years
Salary: 30000
Industry: Fmcg
Openings: 1
Primary Responsibilities :
Job Title: Customer Support Executive – Queries & Grievance Handling
Location: Turbhe, Navi Mumbai
Department: Operations
Role Overview:
We are looking for a Customer Support Executive to manage customer queries, handle grievances, and ensure a smooth and satisfactory experience for all users. The ideal candidate will act as the voice of the customer, ensuring every issue is resolved efficiently and with empathy.
Key Responsibilities:
Handle customer queries and grievances through calls, emails, WhatsApp, and app support.
Ensure timely and satisfactory resolution of all complaints within defined SLAs.
Record, track, and follow up on open issues until closure.
Coordinate with internal departments such as Operations, Logistics, Product, and Finance for issue resolution.
Identify recurring problems and suggest process improvements to enhance user satisfaction.
Support user onboarding by explaining platform features and assisting with basic navigation.
Prepare periodic reports on query types, resolution times, and customer feedback trends.
Experience Requirements:
Qualifications & Skills:
Graduate in any discipline (preferred: business, agri-business, or related field).
2–3 years of experience in customer support, preferably in e-commerce, agri-tech, or trading platforms.
Excellent communication skills in English and Hindi (knowledge of regional languages is an added advantage).
Strong problem-solving ability with a customer-first mindset.
Familiarity with CRM tools and MS Office applications.
Ability to multitask and handle high call volumes efficiently.
Performance Indicators:
Timely query resolution within defined TAT.
High customer satisfaction and feedback scores.
Low repeat complaint rate.
Accuracy and completeness of case documentation.
What’s in It for You:
Opportunity to work in a dynamic and impactful sector.
Collaborative, growth-oriented work environment.
Competitive salary and professional development opportunities.