Customer Support Executive

Role overview

ICICI Lombard is hiring a Customer Support Executive for an on-site role in the Ruhr Region. The position focuses on handling customer queries, maintaining service quality, and ensuring that every interaction is documented and routed correctly when it cannot be fully resolved at first contact.

Core duties

• Understand customer concerns and requests by collecting the right details, identifying the nature of the issue, and deciding the next action to take.
• Handle every call, email, and chat in line with company service standards.
• Record transactions, update logs, and complete the required forms and follow-up documentation for other internal teams.
• Share accurate information with customers and keep systems updated with the relevant details.
• When a query needs further action, send a clear written or verbal summary to the right functional team, including the priority level.
• Explain the status of the action taken to the customer in a simple and transparent way.
• Take part in process and organizational improvement initiatives whenever required.
• Manage difficult or angry customers with professionalism and composure.
• Work with telephone systems, auto-dialing tools, and other communication technologies used in the role.
• Work toward challenging targets while staying aligned with organizational standards.
• Deliver consistently high service quality by following internal guidelines and processes.

Required profile

• Strong communication ability in both English and Hindi.
• Typing speed of 30 to 40 words per minute.
• Good interpersonal skills along with solid problem-solving ability.
• Clear verbal and written communication skills.
• Comfortable working in shift-based schedules.
• Basic computer literacy.
• Must be a full-time graduate or post-graduate.

Additional information

This opportunity is for a full-time, on-site customer support role. The source listing did not specify salary, perks, number of openings, or application deadline.