Fenman Technologies India Pvt. Ltd. is looking for a customer-focused and professional Customer Support Executive to provide exceptional support to our customers. The candidate will be responsible for handling inbound customer calls, responding to customer inquiries through phone, WhatsApp, email, and other messaging platforms, diagnosing customer issues, providing timely resolutions, and ensuring a high level of customer satisfaction.

The ideal candidate should possess excellent communication skills, patience, problem-solving abilities, and the capability to manage multiple customer interactions efficiently.

Key ResponsibilitiesCustomer Support

- Handle inbound customer calls professionally and courteously.
- Respond to customer queries received via WhatsApp, email, website chat, and other messaging platforms.
- Understand customer concerns and provide accurate solutions during the first interaction whenever possible.
- Guide customers through product installation, usage, troubleshooting, and warranty-related processes.
- Escalate complex technical issues to the appropriate internal department when required.
- Follow up with customers until their issues are completely resolved.
- Maintain excellent customer satisfaction throughout every interaction.

Complaint Resolution

- Register customer complaints accurately in the CRM system.
- Investigate customer issues and coordinate with technical, warehouse, logistics, and service teams.
- Ensure timely resolution of customer complaints.
- Keep customers informed regarding the progress of their requests.

Documentation & Reporting

- Record every customer interaction accurately.
- Maintain complete service records.
- Prepare daily reports on customer inquiries, complaints, and resolutions.
- Update customer information whenever required.

Product Knowledge

- Develop thorough knowledge of Fenman products, including:
- UPS Systems
- Inverters
- Batteries
- Power Backup Solutions




- Consumer Electronics
- Other products introduced by the company
- Stay updated on new product launches and company policies.

Customer Experience

- Deliver a positive and skilled customer experience.
- Build strong customer relationships through effective communication.
- Handle difficult or dissatisfied customers calmly and professionally.
- Meet customer service quality standards and response time targets.

Job RequirementsEducational Qualification

- Graduate in any discipline.
- Diploma or certification in Customer Service will be an added advantage.

Experience

- 1–3 years of experience in Customer Support, Customer Service, Call Center, or Technical Support.
- Freshers with excellent communication skills may also apply.

Skills Required

- Excellent verbal and written communication skills in Hindi and English.
- Strong customer handling and problem-solving skills.
- Good listening skills with a patient and positive attitude.
- Basic computer knowledge and typing skills.
- Familiarity with Microsoft Office (Word, Excel, Outlook).
- Experience using CRM software is an advantage.
- Ability to multitask in a fast-paced environment.

Key Competencies

- Customer Focus
- Communication Skills
- Active Listening
- Problem Solving
- Time Management
- Teamwork
- Patience & Empathy
- Adaptability
- Attention to Detail
- Professionalism

Key Performance Indicators (KPIs)

- Customer Satisfaction (CSAT)
- First Call Resolution (FCR)
- Average Response Time
- Average Resolution Time
- Call Quality Score
- Number of Customer Queries Resolved
- Customer Complaint Resolution Rate
- Attendance & Punctuality
- CRM Documentation Accuracy
- Adherence to Company SOPs

Working Conditions

- Full-time, Work from Office.
- Rotational shifts if required.
- Six-day working week (as per company policy).
- Ability to handle high call volumes and multiple customer conversations.

Pay: ₹10,507.31 - ₹25,000.00 per month

Work Location: In person

📌 Customer Support Associate (India)
🏢 Fenman Technologies India Private
📍 India