Customer Support Executive

Our Employee Value Proposition

Advancing our People

Advancing our World

At CrimsonLogic we put your Career and Well-being first. We are committed to advancing your career through a full spectrum of professional development programs with the support of a strong Total Rewards philosophy that focus on your well being. We believe that by investing in each and every one of our employees' professional and personal growth, we can collectively make a positive impact on the world as we strive for greatness together in a nurturing and inclusive workplace.

Role Purpose(s)

Customer Support Executive will play a crucial role in ensuring customer satisfaction and maintaining a positive customer experience. Must handle escalated customer inquiries, resolve complex issues, and provide guidance to junior support staff. Additionally, has to collaborate with cross-functional teams to improve processes and contribute to the overall growth of the company.

Key Accountabilities

Customer Service Executives handle phone, internet and face to face interactions with customers. They manage client requests, claims, and process customer tickets. They network with all the teams and departments involved in system support and customer service. Act as a strategic resource focused on delivering reliable and positive customer experience while building strong, trusted relationships that enhance customer loyalty and retention.

Job Responsibilities & Duties

Customer Support:

• A professional approach to answering calls, responding to emails and handling tickets by providing information about products and services, gathering feedback on issues and their resolution. Creation and handling of system problem cases.
• Maintaining records of transactions and interactions.
• Appropriate and timely follow-ups wherever required.
• Generate system maintenance reports and resolved cases.
• Escalate unresolved queries to respective departments for accurate redressal.
• Translation of systems technical documents.
• Requirement’s documentation review.
• Functionality and quality tests of the systems.
• Verify the correct functioning of the environments of the different systems developed by the company.
• Management and updating of support using ISO 9001.

Testing Support

• Verification of new functionalities, error correction, and monitoring of these issues in a non-production environment.
• General review of the system and new functionalities before and after deployment in a production environment.
• Creation and submission of documentation of the tests performed, requesting customer approval, in compliance with ISO 9001 standards.

Business Analyst

• Serve as the project's "eyes and ears," ensuring close engagement with the customer and providing valuable insights back to the project team and BD team.
• Serve as the customer's primary point of contact, facilitating effective communication and ensuring that concerns are addressed promptly.
• Function as an early warning mechanism, identifying customer issues, challenges, and pain points, and escalating them to the Project Manager to ensure timely resolution and continuous improvement of customer experience.
• Carries out other duties as and when assigned.

Key Job Competencies

• PURPOSE: Results Oriented, Manages Complexity.
• PROCESS: Continuous Improvement, Decision Quality, Manages Conflict.
• PEOPLE: Stakeholder Engagement, People Development, Interpersonal Savvy, Customer Focus, Resilience.
• POTENTIAL: Learning Agility, Organisational Awareness.

Education Requirements

• Bachelor’s degree Logistic, Admin or Computer’s science

Working Experience Requirements

• More than 1 year of experience in supply chain management, global trade and logistics industry.
• More than 1 year of experience in IT solutions in trade and logistics. supply chain or global transportation industries.
• Experience in product development / management areas is a plus.
• Experience in eCommerce / Marketplace development / management areas Isa plus.

Key Skills :

Skills Required

• To have fluent communication skills.
• Ability to communicate effectively and tactfully with all levels of client personnel and team members.
• Along with those behavioral traits like good interpersonal skills, ability to handle stress, good listening skills, prompt thinking ability are some other essential features of this role.
• Organized, independent, resourceful, and diligent.
• Demonstrated skill in relationship building.
• Ability to present our products and brand effectively.
• Ability to work in a collaborative team environment.
• Competitive and driven with a strong work ethic and goal oriented.
• Fast and accurate under tight deadlines.
• Extensive problem solving and decision-making skills.
• Must enjoy spending time in the field to understand problems and find innovative solutions for the client.

Must-have skills

• Microsoft Office (Word, Excel, Power Point)
• Outlook
• Experience in Jira, ServiceDesk, Azure DevOps or other ticket system is a plus