Customer Support Executive · Gurugram

Astrotalk is looking for an empathetic and articulate Customer Support Executive to deliver exceptional service and seamless support to our platform users.

Key Responsibilities

• Handle inbound customer queries and concerns through chat, email, and phone channels.
• Provide prompt, courteous, and accurate responses to resolve user questions regarding services and consultations.
• Troubleshoot basic app usability issues, wallet transactions, and order booking difficulties.
• De-escalate unhappy users by demonstrating active listening, patience, and clear communication.
• Log customer interactions, complaints, feedback, and action steps in the internal CRM tool.
• Coordinate with technical and operations teams to resolve complex or escalated customer tickets.
• Follow up with customers to ensure their issues are completely resolved and verify user satisfaction.
• Educate users on platform features, offers, and best practices to enhance user engagement.
• Adhere to established support workflows, quality parameters, and response-time SLAs.
• Identify recurring product or service issues and share feedback with relevant internal teams.
• Maintain high first-contact resolution rates and positive customer satisfaction scores.
• Participate in regular team briefings, quality audits, and process enhancement discussions.