– Customer Support Executive

Company: ProSync Infotech Pvt. Ltd.

Department: Customer Support / Client Relations / Customer Success

Job Type: On-site/ 6 days working/ Day shift

Job Location: East Patel Nagar, Recent Delhi

About the Role

ProSync Infotech Pvt. Ltd. is looking for a proactive, customer-focused, and well-organized Customer Support Executive to manage customer interactions, provide timely assistance, and ensure a smooth customer experience across our webinars, educational programs, courses, and Amazon related services.

Key Responsibilities

1. Welcome Calls & Webinar Registrations

- Make welcome calls to individuals who have registered for our webinars.
- Introduce customers to the relevant program, webinar, or service and provide necessary information.
- Understand customer requirements and guide them regarding the next steps.
- Maintain proper records of welcome calls and customer interactions.

2. Customer Queries & General Support

- Handle incoming customer queries related to company programs, courses, training services, and Amazon services.
- Provide accurate information regarding course details, program features, enrollment processes, and service-related concerns.
- Resolve routine queries promptly and direct complex or technical issues to the appropriate department.
- Ensure professional and courteous communication across calls and other customer communication channels.

3. Platinum Member Support

- Provide dedicated support to Platinum members and address their queries on priority.
- Coordinate with the relevant internal teams to resolve member concerns.
- Track pending requests and ensure timely updates and follow-ups.




- Maintain a high standard of service and customer satisfaction for premium members.

4. Escalation Management & Reporting

- Maintain and regularly update escalation reports, including pending, ongoing, and resolved queries.
- Identify unresolved or recurring customer issues and escalate them to the relevant team or manager.
- Follow up with the responsible departments to ensure timely resolution.
- Track query status, resolution timelines, and customer feedback.

5. Internal & External Follow-ups

- Conduct regular follow-ups with customers and clients regarding their pending queries, service requests, and concerns.
- Coordinate with internal teams, including operations, course delivery, account management, and other relevant departments, to obtain updates and resolve customer issues.
- Ensure that no customer query remains unattended or unresolved without proper follow-up.
- Maintain clear communication between customers and internal stakeholders until closure.

6. Customer Relationship Management

- Maintain accurate records of calls, customer interactions, complaints, and resolutions.
- Ensure a positive customer experience through professional communication and timely assistance.
- Identify opportunities to improve customer support processes and service quality.
- Maintain confidentiality of customer information and comply with company policies.

7.



Lead Management & Internal Team Coordination

- Identify potential leads during welcome calls and customer interactions and transfer them to the relevant sales, counseling, or service team.
- Ensure leads are assigned to the appropriate team member based on the customer's requirements and area of interest.
- Share accurate lead details, customer requirements, and interaction notes with the concerned team.
- Follow up with the internal team to confirm that transferred leads are contacted and appropriately handled.

8.CRM & Software Support

- Handle customer queries related to CRM and other company software services.
- Assist customers with basic software usage and service-related issues.
- Coordinate with the technical team to resolve issues and follow up until closure.
- Maintain records of software-related queries and escalations.

Required Skills

- Minimum 6 months of experience in customer support, call support, telecalling, or a similar customer-facing role is mandatory.
- Excellent verbal communication and interpersonal skills.
- Strong command of English and Hindi.
- Good listening, problem-solving, and query-handling abilities.
- Ability to manage multiple customer queries and follow-ups simultaneously.
- Strong coordination, organizational, and reporting skills.
- Basic proficiency in MS Excel, Google Sheets, email, and customer management tools.
- Patience, a customer-first attitude, and the ability to handle escalations professionally.

How to Apply

Interested candidates can apply by sending their updated resume to [email protected] or directly DM us their CV.

📌 Customer Support Representative (New Delhi)
🏢 Prosync Infotech
📍 New Delhi