Customer Support Executive

Job Purpose

The Customer Support Executive (Frontline Support) serves as the first point of contact for customers. This role focuses on understanding customer issues, providing basic guidance, accurately recording cases, and escalating matters to the appropriate internal teams for resolution.

Key Responsibilities

Customer Interaction & First Contact Support

• Answer customer enquiries via phone, email, WhatsApp, or ticketing system
• Listen carefully to customer issues and ask the right questions to understand the problem
• Provide basic guidance on system usage based on prepared scripts, FAQs, or user guides
• Reassure customers and manage expectations professionally

Issue Logging & Escalation

• Accurately record customer issues in the support system with clear descriptions
• Capture key details such as screenshots, error messages, steps taken, and urgency level
• Classify issues correctly...