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Customer Support Executive Job Description

A customer support executive job description for voice, chat and email support teams in BPOs, e-commerce, fintech and SaaS. It sets out query handling, ticketing, escalation, shift work and quality expectations.

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[Company Logo][Company Name]

JOB DESCRIPTION – CUSTOMER SUPPORT EXECUTIVE

Job Title:: Customer Support Executive
Department:: Customer Support
Reports To:: Team Leader – Customer Support
Location:: [Work Location]
Employment Type:: Full-time, Permanent
Experience:: 0–3 years in customer service; freshers considered
Job Code:: [Reference Number]

About [Company Name]

[Company Name] is [one-line description of your business, products/services and team size]. Office address: [Company Address].

Job Summary

The Customer Support Executive will resolve customer queries for [Company Name / Process] over [Calls / Chat / Email], delivering accurate, courteous and timely support that builds customer trust.

Key Responsibilities

Handle inbound calls, chats and emails as per process
Understand customer issues and provide accurate solutions
Log and update tickets in [Ticketing Tool]
Escalate unresolved issues to the right team within SLA
Follow up with customers until closure
Maintain quality, compliance and process confidentiality
Meet AHT, FCR and CSAT targets
Share customer feedback and recurring issue trends
Work in rotational shifts as scheduled

Required Skills

Clear spoken and written communication in [Languages]
Patience and empathy
Basic computer and typing skills
Problem-solving
Ability to work in shifts

Qualifications & Experience

12th pass / graduate in any discipline
0–3 years of customer service experience

Preferred Skills (Good to Have)

CRM / ticketing tool experience
Additional regional language
Prior BPO experience

Key Performance Indicators (KPIs)

KPI	Target	Review Frequency
CSAT	[Percentage]%+	Weekly
First contact resolution	[Percentage]%	Weekly
Average handling time	Under [Number] minutes	Daily
Quality audit score	[Percentage]%	Weekly

Salary Range

₹[Minimum CTC] – ₹[Maximum CTC] per annum (CTC), depending on experience and skills. Final offer will show the fixed and variable split and approximate in-hand salary.

Benefits

Provident Fund (EPF) and ESI as applicable, gratuity as per law
[Number] days of paid leave plus public holidays as per company policy
[Health insurance / group mediclaim cover]
Night shift allowance and transport (if applicable)
Performance incentives

How to Apply

Walk in with your CV and ID proof or send your CV; mention languages known and shift preference. Send your application to [HR Email] with the subject line "Application – Customer Support Executive – [Your Name]" or apply through [Application Link]. Last date to apply: [Date].

Prepared by
[HR Name]
Human Resources
Date: [Date]

Approved by
[Reporting Manager]
Customer Support
Date: [Date]

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What this template includes

A job summary that explains why the customer support executive role exists and where it sits in Customer Support
9 role-specific responsibilities, starting with handle inbound calls
Required skills such as clear spoken and written communication in [languages] and patience and empathy, so screening criteria are clear
Qualifications and experience (0–3 years in customer service; freshers considered) stated up front to filter applications
A KPI table, e.g. csat, that later becomes the appraisal yardstick
Salary range, benefits and how-to-apply sections with placeholders ready to fill

When to use it

Scaling a support desk for peak season
Hiring for an inbound voice or chat process
Setting quality and CSAT targets
Launching support in regional languages

How to customise this template

1Replace [Company Name], [Work Location] and the reporting line (Team Leader – Customer Support) with your actual details
2Trim or reorder the responsibilities so the top three reflect what the customer support executive will spend most time on
3Specify process type (voice, chat, email), languages, shifts and whether night shifts apply
4Fill in the salary range as annual CTC in ₹ and decide whether to show it publicly or only on request
5Set realistic targets in the KPI table with the hiring manager before the role goes live

HR tips

State shift timings, rotational offs and any night shift allowance upfront
Mention process confidentiality and data-handling expectations
Include language requirements clearly

For HR & hiring managers

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Frequently asked questions

What does a customer support executive do?+

They answer customer queries over calls, chat or email, resolve complaints, log tickets, escalate complex issues and follow up until resolution.

Can freshers apply for customer support jobs?+

Yes. Many support roles hire freshers with good communication and basic computer skills and provide process training.

Is night shift common in customer support?+

For international or 24x7 processes, yes; such roles often include night shift allowance and transport as per policy.

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