Customer Support Executive

Ovii's Interpretation of the Role

The Customer Support Executive will handle inbound inquiries across phone, email, chat, WhatsApp and CRM, ensuring timely resolution and high satisfaction. The role requires strong communication, problem‑solving and CRM documentation while meeting productivity and quality targets.

Role Snapshot

• Handle multi‑channel customer inquiries
• Log and track interactions in CRM
• Resolve or escalate issues promptly
• Follow up to ensure issue closure
• Coordinate with Ops, Tech, Sales, and Product teams
• Maintain accurate documentation
• Meet SLA and productivity targets
• Provide courteous, professional service

Must-Have Requirements

• Verbal and written communication
• Customer service orientation
• Problem solving and analytical abilities
• CRM software usage
• Microsoft Office (Excel, Word, Outlook)
• Time management and organization
• Attention to detail
• Multitasking under pressure
• Customer support experience
• Multi‑channel communication handling

Work Setup

• Location: Kolkata, India
• Work mode: ONSITE
• Employment type: Full-Time

Not Specified in JD

• Salary range
• Visa sponsorship
• Remote eligibility
• Education requirement

What You'll Likely Work On

• Respond to customer queries via phone, email, chat, WhatsApp and CRM within defined SLAs
• Log, track and update all interactions in the CRM system
• Provide accurate information, guidance and resolutions or escalate when needed
• Follow up with customers to ensure timely closure of pending cases
• Coordinate with internal Operations, Technical Support, Sales and Product teams
• Maintain complete documentation of communications and issue resolutions
• Meet daily, weekly and monthly productivity and quality targets
• Identify recurring issues and suggest process improvements

Good Fit If You Have

• Empathetic handling of customer complaints
• Ability to work independently and as part of a team
• Comfortable multitasking in a fast‑paced environment