Role & responsibilities

- Provide 24x7 customer support through calls and chats, serving as the first point of contact and trusted owner for non-technical customer queries, including billing, plans, service requests and requests to connect with an Excitel representative.
- Listen actively and understand the customers underlying need, demonstrating empathy, patience and a genuine desire to help.

- Manage post-installation customer escalations (CRI) with end-to-end ownership, from first contact through resolution and customer confirmation.
- Coordinate proactively with ground/technical teams to drive timely resolution, without passing ownership to another team.
- Keep customers informed throughout the resolution journey through timely calls and WhatsApp updates, even when there is no new development.
- Take initiative to anticipate customer concerns,



identify solutions and remove roadblocks, rather than simply communicate process or policy.
- Handle difficult and emotionally charged customer interactions calmly and professionally, while balancing customer needs with company policies.

- Ensure every interaction leaves the customer feeling heard, cared for and confident that someone is taking responsibility for their problem.
- Maintain accurate case documentation and ensure commitments made to customers are followed through within agreed timelines.

Preferred candidate profile

Who is a graduate, has Language fluency, positive typing speed & basic computer skills.

📌 Walk-in || Customer Support Associate (Gurugram)
🏢 Excitel Broadband
📍 Gurugram