Customer Support Executive · Bengaluru

TheUnityWave is looking for a dedicated Customer Support Executive to handle incoming customer queries and ensure high levels of customer satisfaction.

Key Responsibilities

• Respond promptly and professionally to inbound customer inquiries via email, chat, and phone.
• Diagnose, troubleshoot, and resolve customer issues in accordance with service level agreements.
• Maintain accurate logs and records of customer interactions and solutions within the CRM system.
• Escalate complex or unresolved issues to senior technical and support teams.
• Follow up with customers to ensure their technical or operational queries are completely resolved.
• Identify common user issues and collaborate with team leads to improve FAQs and response templates.
• Deliver exceptional customer service while maintaining a positive and empathetic demeanor.
• Participate in ongoing product training to stay updated on platform enhancements and features.
• Track personal performance metrics such as resolution time, customer satisfaction scores, and response rates.
• Contribute feedback from users to product and engineering teams for continuous improvement.