Customer Support Executive

About the Role

The Customer Support Executive (Taxation - L1) is a full-time, on-site role based in Gurugram. This role involves providing first-level customer support on taxation-related queries through calls, emails, and online channels, ensuring timely and accurate resolutions.

Key Responsibilities

• Log and track issues.
• Escalate complex cases to higher-level support or tax specialists.
• Maintain detailed records of interactions in the support system.
• Assist customers with system navigation.
• Clarify basic tax rules or procedures as per provided guidelines.
• Deliver a professional, courteous service experience.
• Collaborate with internal teams to improve support processes.
• Contribute to knowledge base updates.
• Meet defined service-level and customer satisfaction targets.

Requirements & Tech Stack

• CRM or ticketing tools
• Common office software

Qualifications

• Strong Customer Support and Customer Service skills, with a focus on clear communication and empathy.
• Abilities related to Customer Satisfaction, including managing expectations and maintaining a positive customer experience.
• Online Support experience, handling inquiries through digital channels such as chat, email, and web portals.
• Technical Support skills, including basic troubleshooting and the ability to follow scripted solutions or tax-related guidelines.
• Relevant experience in taxation support, finance operations, or BPO voice/non-voice processes is beneficial.
• Strong problem-solving skills, attention to detail, and the ability to work accurately under time constraints.
• Comfort with using CRM or ticketing tools.
• Proficiency in common office software.
• A bachelor’s degree in commerce, finance, business, or a related field is an advantage.
• Readiness to work in rotational shifts if required.