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 current 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 (India)
🏢 Excitel Broadband
📍 India