Job Overview:

The Customer Support Executive will handle day-to-day customer interactions through phone, email, and online channels, ensuring timely resolution of inquiries and issues. The role involves providing clear and accurate information about services, troubleshooting basic technical or account-related problems, and escalating complex cases when required. The executive will document customer interactions, track issues, and follow up to ensure high levels of customer satisfaction.

This is a full-time, on-site role based in Pune City, requiring close collaboration with internal teams such as operations and technical support to improve processes and overall service quality.

Roles and Responsibilities:

Customer Assistance: Answer incoming customer queries via phone, email, live chat, or social media channels in a timely and professional manner.

Issue Resolution: Identify customer needs, troubleshoot technical or operational issues, and provide clear, accurate, and practical solutions.

Account & Request Management: Handle account updates, order tracking, billing inquiries, cancellations, and returns/refunds according to company policies.

Escalation Management: Escalate complex or unresolved issues to the appropriate internal teams (e.g., Tech Support, Product, Finance) while following up to ensure timely resolution.

Record Keeping: Document all customer interactions, complaints, comments, and action steps clearly in the Customer Relationship Management (CRM) system.





Feedback Collection: Gather customer feedback and insights to help internal teams improve products, services, and overall customer satisfaction.

Policy & Product Knowledge: Maintain up-to-date knowledge of company products, services, promotions, and customer service guidelines.

Qualifications:

Candidates should possess strong skills in Customer Support and Customer Service, with a focus on handling queries professionally and efficiently.

Candidates should possess skills in Customer Satisfaction and Online Support, ensuring positive experiences across digital communication channels.

Candidates should possess abilities in Technical Support, including basic troubleshooting and coordination with technical teams for complex issues.

Excellent verbal and written communication skills, with the ability to explain information clearly and courteously.

Strong problem-solving skills, attention to detail, and the ability to manage multiple customer interactions in a rapid-paced environment.

Comfort working on-site in Pune City and collaborating with cross-functional teams.

Prior experience in customer-facing roles, preferably in a service-oriented or technology-enabled environment, is beneficial.

A diploma or bachelor’s degree in any discipline is preferred; equivalent practical experience in customer support is also valued.

Pay: ₹400,000.00 - ₹420,000.00 per year

Work Location: In person

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