Customer Support Representative

Job Title: Customer support representative
Location: - Saket, New Delhi, India
Experience: - 6 Month - 1 Year
Employment: - Full Time
Working Hours: 10:00 AM to 7:00 PM (5.5 Days Working)
Phone: 7683059468
Job Overview
We are seeking a highly motivated and customer-focused Customer Support & Success Executive to join our team. The ideal candidate will be responsible for managing customer relationships, resolving concerns, coordinating projects, supporting upselling opportunities, and ensuring a positive customer experience throughout the service lifecycle.
The candidate should have excellent communication and relationship-management skills, the ability to handle irritated or escalated clients professionally, and the ability to coordinate multiple projects while ensuring timely delivery and customer satisfaction.
Key Responsibilities
1. Customer Support & Relationship Management
Act as the primary point of contact for customers regarding their queries, concerns, and service-related issues.
Understand customer requirements and provide timely and appropriate resolutions.
Handle irritated, dissatisfied, or escalated clients with patience and professionalism.
De-escalate difficult situations and work toward mutually acceptable solutions.
Maintain strong and long-term relationships with existing customers.
Regularly follow up with customers to ensure satisfaction and address pending concerns.
2. Project & Client Management
Manage and coordinate customer projects from onboarding through completion.
Coordinate with internal teams such as Sales, Design, Legal, Development, Marketing, and Operations to ensure smooth project execution.
Track project progress, timelines, deliverables, and pending requirements.
Ensure customers receive timely updates regarding project status.
Identify potential delays or issues and proactively communicate them to the concerned teams and customers.
Maintain proper documentation and records of client communication, commitments, and project updates.
3. Upselling & Revenue Generation
Identify relevant upselling and cross-selling opportunities based on customer requirements and ongoing projects.
Understand the customer's business needs and recommend additional services where they provide genuine value.
Coordinate with the Sales/CRM team for qualified upselling opportunities.
Handle upselling discussions with existing or escalated clients when appropriate.
Maintain a balance between customer satisfaction and business revenue objectives.
4. Complaint & Escalation Management
Take ownership of customer complaints and ensure they are properly investigated and resolved.
Act as a bridge between the customer and internal departments during escalations.
Follow up internally until the issue reaches a clear resolution.
Maintain professionalism and composure when dealing with challenging customers.
Identify recurring issues and recommend improvements to prevent similar complaints in the future.
5. CRM Management
Maintain accurate and updated customer information in the CRM.
Record customer interactions, complaints, follow-ups, project updates, and resolutions.
Ensure all customer commitments and pending actions are properly tracked.
Monitor follow-ups and ensure no customer query or commitment is missed.
Maintain proper documentation of escalated cases and their resolutions.
6. Customer Retention
Develop strong relationships with existing customers to improve customer retention.
Regularly engage with customers to understand their satisfaction and future requirements.
Identify customers who may be at risk of discontinuing services and take proactive steps to address their concerns.
Build trust and maintain a positive customer experience throughout the relationship.
7. Reporting & Coordination
Prepare regular reports on customer complaints, escalations, project status, retention, and upselling opportunities.
Coordinate with management and relevant departments regarding critical customer issues.
Track pending customer requirements and ensure timely closure.
Provide feedback to management on recurring customer concerns and service improvement opportunities.
Required Skills & Qualifications
Bachelor's degree in Business Administration, Marketing, Management, or a related field.
Strong customer handling and relationship-management skills.
Excellent verbal and written communication skills.
Strong conflict-resolution and escalation-management abilities.
Experience in upselling/cross-selling to existing customers.
Ability to understand customer requirements and identify additional service opportunities.
Good project coordination and task-management skills.
Familiarity with CRM systems and customer-support tools.
Strong follow-up and organizational skills.
Ability to coordinate effectively with multiple internal departments.
Strong problem-solving and decision-making skills.
Ability to work under pressure and handle multiple customers/projects simultaneously.
Detail-oriented with a strong focus on customer satisfaction and timely resolution.
Key Competencies
Customer Handling | Client Relationship Management | Escalation Management | Upselling & Cross-Selling | Project Coordination | CRM Management | Conflict Resolution | Customer Retention | Communication | Follow-Up & Ownership

Work arrangement
No