Customer Support Executive

Summary:
tapmad is looking for a Customer Support Executive to oversee daily customer support operations, ensure a high level of customer satisfaction, and lead a team of support representatives. The ideal candidate will be responsible for managing customer inquiries, improving support processes, and driving service excellence across all customer touchpoints.

Responsibilities:

• Monitor support channels including email, chat, social media, and phone support.
• Track team performance and ensure service level targets are met.
• Handle escalated customer complaints and provide appropriate resolutions.
• Develop and implement customer service policies, procedures, and best practices.
• Analyze customer feedback and identify opportunities for process improvement.
• Prepare regular reports on support metrics, customer satisfaction, and team performance.
• Collaborate with cross-functional teams including Product, Marketing, and Technology to address customer concerns and improve user experience.
  
  

Requirements:

• Bachelor's degree in Business Administration, Communications, or a related field.
• 2–3 years of experience in customer support.
• Strong communication and interpersonal skills.
• Excellent problem-solving and conflict-resolution abilities.
• Experience with customer support tools and CRM systems.