Customer Support Executive ( Remote )

Company Description HRA Groups (Hope + Resilience + Aspire) is an IT consulting organization focused on digital transformation and developing future tech professionals. The company delivers services across IT solutions, web development, internships, online courses, and certification programs that connect classroom learning with real industry practice. HRA Groups specializes in custom, high-performance websites and applications tailored to varied business needs, while also providing hands-on training and real-time project exposure.

Its certified programs help students, freshers, and professionals build strong technical foundations and gain valuable credentials. Through a dedicated recruitment wing, HRA Groups links skilled tech talent with organizations, serving as a trusted partner for businesses, learners, and employers.

Client: TheCconnects The Customer Support Executive will be responsible for assisting customers, understanding their concerns, providing timely solutions, and maintaining a positive customer experience. The role requires strong communication, problem-solving, follow-up, and coordination skills.Key Roles & Responsibilities

Customer CommunicationRespond to customer queries through phone, email, chat, and other communication channels.Understand customer requirements and concerns clearly.Provide accurate and professional information.Maintain a polite, helpful, and customer-friendly approach.

Issue ResolutionIdentify and understand customer issues.Provide appropriate solutions within the defined timelines.Escalate complex or technical issues to the concerned team.Follow up until the issue is completely resolved.

Customer Follow-upRegularly follow up with customers regarding pending issues or requests.Ensure customers receive timely updates.Maintain proper records of conversations and follow-ups.

Ticket & Query ManagementCreate, update, and close customer support tickets.Prioritize queries based on urgency and business impact.Ensure no customer request remains unattended.

Coordination with Internal TeamsCoordinate with Sales, Technical, Operations, and other teams to resolve customer concerns.Share accurate customer requirements with the relevant team.Follow up internally to ensure timely resolution.

Customer Relationship ManagementBuild positive relationships with customers.Understand recurring customer concerns and identify improvement opportunities.Maintain professional communication even when dealing with difficult customers.

Documentation & ReportingMaintain daily records of:Customer callsQueries receivedIssues resolvedPending issuesFollow-upsEscalationsPrepare regular support reports for the team lead/manager.

Feedback CollectionCollect customer feedback after issue resolution.Identify common complaints and customer pain points.Share feedback with the relevant team to improve service quality. Performance & Service QualityMeet assigned customer-support KPIs and response-time targets.Maintain accuracy and professionalism in customer interactions.Work toward improving customer satisfaction and reducing unresolved queries.🛠️ Skills RequiredExcellent verbal and written communicationGood listening skillsProblem-solving abilityPatience and empathyBasic computer/MS Office knowledgeGood follow-up and coordination skillsAbility to handle multiple customer requestsAbility to work under pressurePositive and customer-focused attitude

Role: Customer Support ExecutiveSalary: ₹14,000/month + Additional Incentives + CommissionsWorking Days: Monday to Saturday Working Hours: 9:30 AM to 6:30 PM Work Mode: Remote and Hybrid