Customer Support Executive

About the role

The Customer Support Executive is responsible for handling customer interactions across designated channels, ensuring timely and professional resolution of inquiries, complaints, and feedback. This role works closely with internal teams to maintain accurate service records and support customer retention initiatives.

Key responsibilities

• Manage customer inquiries, requests, complaints, and feedback through assigned communication channels.
• Log every interaction as a ticket in the ERP/system with complete case details.
• Tri­age issues, coordinate with relevant internal teams, and provide basic troubleshooting for the tracking platform.
• Collaborate with Backend Engineers for technical investigations when required.
• Follow up on open tickets until closure, keeping customers informed of progress.
• Support new client onboarding, including basic product/platform training and account management.
• Coordinate with back‑office and field teams for inspections and service‑visit scheduling.
• Escalate complex or unresolved matters to the Senior CSR or Team Lead.
• Maintain confidentiality and protect customer information throughout the service process.