About the Opportunity
A fast-growing B2B consulting and client services firm operating across India, we enable enterprise clients to scale customer experience, operational efficiency, and retention through technology-enabled support solutions. Our Customer Support Executives are the frontline ambassadors for client success—resolving escalated issues, streamlining service workflows, and ensuring seamless communication across teams and geographies.
Role & Responsibilities
Respond to inbound customer inquiries via phone, email, and chat with accuracy and within SLA timelines.
Document, categorize, and escalate technical or billing issues to relevant internal teams with clear context and follow-up.
Proactively identify recurring customer pain points and suggest process improvements to reduce resolution time.
Collaborate with Sales and Implementation teams to ensure smooth onboarding and post-sale transitions.
Maintain 95%+ customer satisfaction ratings (CSAT) and first-contact resolution (FCR) benchmarks.
Adhere to compliance protocols and confidentiality standards while handling sensitive client data.
Skills & Qualifications
Must-Have
Zendesk
CRM systems
Microsoft Office Suite
Customer service protocols
Call center operations
Live chat support
SLA management
Conflict resolution
Preferred
Experience with Freshdesk
Working knowledge of Salesforce
Basic understanding of SaaS products
Benefits & Culture Highlights
Performance-linked incentives and monthly recognition awards.
Structured career progression paths with internal mobility.
Up-to-date, team-oriented office environment with adaptable breaks and team lunches.