Job Description Customer Support Executive

Position: Customer Support Executive
Experience: 1-3 years
Employment Type: Full-time
Location:Gurugram Haryana
Industry: Customer Service / Hospitality / Healthcare / Services

Role Overview

We are looking for a customer-focused Customer Support Executive with excellent communication and interpersonal skills to handle customer queries, provide timely resolutions, and ensure a positive customer experience. The candidate should be comfortable communicating with customers through phone, email, chat, and other support channels.

Experience with AIHP Signature V5 or similar customer-support/CRM applications will be an added advantage.

Key Responsibilities

• Handle customer inquiries, complaints, requests, and service-related issues professionally.

• Provide accurate information and resolve customer concerns within defined SLAs.

• Communicate with customers through calls, emails, chat, and other channels.

• Understand customer requirements and provide appropriate solutions.

• Escalate complex or unresolved issues to the relevant internal teams.

• Maintain accurate records of customer interactions and resolutions in the support system.

• Follow established customer-service processes, scripts, and escalation procedures.

• Coordinate with internal teams to ensure timely resolution of customer issues.

• Follow up with customers to confirm issue resolution and satisfaction.

• Maintain a professional and customer-friendly approach in all interactions.

Mandatory Skills

Communication Skills Critical Requirement

• Excellent verbal and written communication skills.

• Ability to communicate clearly, confidently, and professionally with customers.

• Strong English communication skills with good grammar and vocabulary.

• Ability to actively listen, understand customer concerns, and respond appropriately.

• Strong interpersonal and relationship-management skills.

• Ability to handle difficult or dissatisfied customers calmly and professionally.

• Good questioning and probing skills to identify the root cause of customer issues.

• Ability to explain technical or process-related information in simple language.

• Strong email and chat communication skills.

Technical / Functional Skills

• Basic knowledge of CRM, ticketing, or customer-support systems.

• Experience using AIHP Signature V5 will be preferred.

• Good working knowledge of MS Office, email, and web-based applications.

• Ability to learn new applications and support tools quickly.

• Good typing and documentation skills.

Behavioral Competencies

• Customer-first mindset

• Patience and empathy

• Problem-solving ability

• Attention to detail

• Ownership and accountability

• Teamwork and collaboration

• Ability to work under pressure

• Adaptability and willingness to learn

Education

• Graduate in any discipline.

• Candidates with relevant customer-service experience will be preferred.

Preferred Experience

• 1 -3 years of experience in customer support, customer service, helpdesk, BPO, hospitality, or a similar role.

• Experience working with CRM/helpdesk applications.

• Experience handling customers through voice, email, and chat channels.

Key Success Measures

• Customer satisfaction (CSAT)

• First-contact resolution

• Response and resolution time

• SLA adherence

• Quality of customer interactions

• Complaint resolution effectiveness

• Accuracy of documentation

• Customer retention and service experience