Experience: 6 Months to 1 Years (Relevant experience in customer support preferred)
Job Summary:
We are looking for a Customer Support Executive to handle voice and chat support for vending machine operations. The role involves assisting customers with issues related to vending transactions, product availability, refunds, and machine-related concerns, ensuring a seamless customer experience.
Key Responsibilities:
1. Customer Interaction (Voice & Chat):
- Handle inbound and outbound calls, chats, and emails related to vending machine usage.
- Provide prompt and accurate resolutions to customer queries and complaints.
- Maintain professional communication and ensure high customer satisfaction.
2. Vending Machine Issue Resolution:
- Assist customers facing issues during vending transactions (e.g., product not dispensed, wrong item received).
- Handle cases where incorrect location is selected during vending.
- Guide users on proper usage of vending machines and digital payment systems.
- Inform customers in case of Non vended within timeline of 15 mins
3. Refund Processing:
- Verify and process refunds for eligible failed or incorrect transactions.
- Ensure proper validation before initiating refunds.
- Maintain records of refund cases and follow company policies strictly.
4. Call Verification & Quality Checks:
- Perform verification calls before closing customer complaints.
- Ensure authenticity and accuracy of reported issues.
- Adhere to internal SOPs for resolution and closure.
5. Stock & Product Issue Handling:
- Manage complaints related to:
- Expired products
- Out-of-stock items
- Incorrect product dispensing
- Coordinate with operations/field teams for timely replenishment and corrective action.
6. Coordination & Escalation:
- Work closely with operations and maintenance teams for issue resolution.
- Escalate unresolved or critical issues to higher authorities as per process.
7. Documentation & Reporting:
- Maintain accurate records of customer interactions in CRM systems.
- Track recurring issues and share feedback for process improvement.
Required Skills:
- Valuable verbal and written communication skills.
- Basic computer knowledge and CRM handling.
- Problem-solving and customer-centric approach.
- Ability to handle high call/chat volumes.
- Attention to detail and accuracy in verification processes.
Preferred Skills:
- Experience in customer support (BPO / E-commerce / Field operations).
- Familiarity with digital payments and vending machine operations (added advantage).
- Candidate should be able to communicate in Kannada, Hindi ,English & any other regional language is an added advantage
Working Conditions:
- General shift (including weekends if required)
- Work from office
- 6 days a week
📌 Customer Support Executive (Bengaluru)
🏢 JustVend
📍 Bengaluru
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