Customer Support Representative

Unboxfame Official · India

Job Title: Customer support representative

Location: - Saket, Ne w 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

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.

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.

• 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.

Customer Handling | Client Relationship Management | Escalation Management | Upselling & Cross-Selling | Project Coordination | CRM Management | Conflict Resolution | Customer Retention | Communication | Follow-Up & Ownership