Job Description

Job Description – Customer Support Executive (FRESHERS CAN ALSO APPLY)

*Position:** Customer Support Executive
*Department:** Operations / Customer Support
*Location:** Hyderabad
*Reporting To:** Customer Support Manager / Operations Manager

*SHIFT TIMINGS:** ROTATIONAL (6AM\-3PM \& 1PM to 10PM)

Job Summary

The Customer Support Executive is responsible for providing customer assistance through calls and WhatsApp, handling customer feedback, coordinating video footage requests, and supporting device testing activities. The role requires strong communication skills, customer\-centric approach, and the ability to coordinate effectively with internal teams to ensure timely resolution of customer concerns.

Key Responsibilities1\. Customer Call \& WhatsApp Support

Handle incoming and outgoing customer calls professionally.
Respond to customer queries and concerns through WhatsApp and other communication channels.
Provide accurate information regarding products, services, and support requests.
Maintain proper records of customer interactions and service requests.
Ensure timely resolution and escalation of issues when required.

2\. Existing Customer Feedback Management

Collect feedback from existing customers regarding service quality and product performance.
Conduct periodic customer satisfaction surveys and follow\-ups.
Document customer feedback and share insights with relevant departments.
Track customer complaints and ensure corrective actions are implemented.
Build and maintain positive customer relationships.

3\. Video Footage Request Coordination

Receive and process customer requests for video footage retrieval.
Verify request details and coordinate with technical and operations teams.
Ensure footage requests are fulfilled within defined timelines.
Maintain records of all footage requests and status updates.
Communicate progress and completion status to customers.

4\. Device Testing Support

Assist in testing GPS, CCTV, DMS, and other installed devices.
Coordinate with field engineers and technical teams during testing activities.
Verify device functionality and report issues identified during testing.
Maintain testing records and prepare basic test reports.
Support troubleshooting activities and follow\-up on issue resolution.

Required Skills

Excellent verbal and written communication skills.
Good customer handling and problem\-solving abilities.
Proficiency in Microsoft Excel, Word, and email communication.
Ability to manage multiple tasks simultaneously.
Basic understanding of GPS, CCTV, DMS, and telematics devices is preferred.
Strong coordination and follow\-up skills.

Qualification

Any Graduate / Diploma holder.
0–1 years of experience in customer support, operations support, or technical support.
Experience in handling customer calls and WhatsApp support will be an added advantage.

Key Performance Indicators (KPIs)