Customer Support Executive

About the Role

Mapronix Solutions is seeking a full-time, on-site Customer Support Executive based in Kolkata. This role is focused on ensuring customer satisfaction by responding to inquiries, resolving issues, and providing information about products and services.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat.
• Provide timely and accurate information about products and services.
• Resolve customer issues with a focus on customer satisfaction.
• Log and track support requests.
• Escalate complex problems to relevant internal teams.
• Follow up on issues to ensure closure.
• Maintain detailed records in support systems.
• Collaborate with technical and sales teams to address customer needs.
• Identify recurring issues and suggest process improvements.
• Support onboarding for new customers.
• Share product updates.
• Contribute to a positive, professional customer experience.

Requirements & Tech Stack

• Strong customer service skills, including active listening, empathy, and a solution-oriented approach.
• Excellent communication skills, including clear spoken and written English.
• Ability to explain technical information in simple terms.
• Basic IT and digital literacy skills.
• Familiarity with web-based tools, CRM or ticketing systems, and common office software.
• Organizational and problem-solving skills, including time management, attention to detail, and the ability to handle multiple queries efficiently.
• Collaboration and adaptability skills, including the ability to work in teams, respond to feedback, and adjust to changing processes or tools.
• Comfortable working on-site in Kolkata.
• Availability for full-time shifts.

Qualifications

• Relevant experience in customer support, call center operations, or client-facing roles is beneficial.
• A bachelor’s degree or equivalent qualification in any discipline is preferred.
• Fresh graduates with strong communication skills are encouraged to apply.