Customer Support Executive

About the Role

Located in Ahmedabad at Air Maniax, the Customer Support Executive position is part of the Customer Experience department. This full-time role reports directly to the Centre Head or Customer Experience Manager and targets candidates with 1 to 3 years of experience. A graduate qualification is preferred.

Primary Responsibilities

• Manage incoming customer inquiries through various channels including phone, WhatsApp, the website, social media, and walk-ins, ensuring prompt and accurate responses.
• Provide detailed and clear information about tickets, timings, activities, packages, venue policies, offers, and services.
• Handle customer concerns and complaints empathetically and professionally, ensuring a positive customer journey from initial contact to problem resolution.
• Maintain comprehensive records of customer interactions, updating CRM and lead-tracking systems with call status, enquiry details, and follow-up actions.
• Collaborate closely with Operations and Center teams to guarantee excellent service delivery and customer satisfaction.
• Identify opportunities to upsell packages and additional services where appropriate.
• Maintain strict discipline in following up on active enquiries until they are resolved or closed.

Candidate Profile

• Strong telephone communication skills and a customer-oriented mindset.
• Fluent proficiency in Hindi and English; familiarity with Gujarati language is beneficial.
• Confident, patient, and adept at solving problems in customer-facing scenarios.
• Prior background in customer support, hospitality, events, or similar client-facing roles is advantageous.
• Comfortable utilizing WhatsApp, Excel, and CRM or lead management platforms.
• Skilled at managing customer objections and articulating clear explanations.

Key Performance Metrics

• Responsiveness to leads and customer contact rate.
• Completion rate of follow-up activities.
• Customer satisfaction and feedback evaluation.
• The precision in resolving issues and quality of lead closures.