Customer Support Executive

Role Overview

Excitel Broadband Pvt. Ltd is looking for a Customer Support Executive to join their team in the Delhi-NCR region. This role involves managing customer interactions across various communication channels and ensuring timely and effective resolution of service issues related mainly to broadband connectivity.

Primary Responsibilities

• Respond promptly and courteously to customer inquiries and complaints via calls, email, chat, and other support platforms.
• Diagnose common broadband and service problems and direct customers through appropriate troubleshooting steps.
• Maintain professional and empathetic communication throughout all customer interactions.
• Accurately log all customer communications and outcomes in the CRM or support tracking systems.
• Refer more complex cases to specialized internal teams for resolution.
• Conduct follow-ups to confirm resolution within agreed timelines.
• Stay well-informed about company offerings, policies, and procedures.
• Consistently meet service level agreements, quality benchmarks, customer satisfaction scores, and productivity goals.
• Analyze repeat issues and report insights to relevant departments for service enhancement.

Additional Requirements

Candidates must have their own computer system and a broadband connection as a mandatory prerequisite for this role.