Roles and Responsibility

Key Responsibilities
Handle customer queries through live chat / messaging platforms
Provide explicit, accurate, and grammatically correct responses
Resolve issues within defined TAT, SLA, and quality guidelines
Manage multiple chats simultaneously (concurrent) with efficiency and accuracy
Document interactions and outcomes in CRM/ticketing tools
Follow SOPs, knowledge base articles, and compliance requirements
Escalate complex or unresolved issues as per process guidelines
Meet individual and team productivity, quality, and adherence metrics

Key Skills
Excellent written and spoken English communication, minimum B2 level proficiency as per the CEFR (Common European Framework of Reference for Languages) is required
Solid grammar, sentence construction, and clarity
Ability to multitask and manage concurrent chats
Customer-centric mindset with problem-solving skills




Attention to detail and process adherence
Clearly understand clients with different accents.
Communicate clearly with customers across different accents and contexts

Preferred (Good to Have)
Prior experience in International Chat / Email Support
Prior experience in the Telecom domain is an added advantage.
Exposure to CRM tools (Salesforce, ServiceNow, etc.)
Understanding of KPIs such as AHT, FCR, CSAT, QA scores, SLA, TAT

Work Location - Pune - Hinjewadi - Work from office only

Shift - Adaptable

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Customer Service Executive Pune (India)
🏢 NCS Group
📍 India