KEY RESPONSIBILITIES

Customer Interaction & Support

- Act as the single point of contact for customers across phone, WhatsApp, email, and other digital channels
- Handle customer queries, concerns, and complaints with professionalism and empathy

- Provide accurate information about services, processes, timelines, and next steps
- Ensure timely follow-ups and closure of all customer interactions

Relationship Management

- Build trust-based, long-term relationships with customers
- Proactively update customers on order status, delays (if any), and resolutions
- Anticipate customer needs and address potential issues before escalation

Issue Resolution & Escalation

- Own customer issues end-to-end until resolution
- Coordinate with internal teams (operations, sales, partners, tech, etc.) to resolve issues quickly
- Escalate critical or high-risk cases appropriately while keeping the customer informed

Customer Experience & Quality

- Deliver a consistently high-quality customer experience aligned with company values




- Capture customer feedback and insights to improve processes and service quality
- Contribute to NPS, CSAT, and customer retention goals

Documentation & Systems

- Maintain accurate records of customer interactions in Freshdesk (our CRM/ticketing system)
- Follow defined SOPs and compliance guidelines
- Meet response time and resolution SLAs

REQUIRED SKILLS & QUALIFICATIONS

Must-Have Skills

- Exceptional verbal and written communication skills
- Robust customer empathy and active listening abilities
- Ability to explain complex information in a simple, clear manner
- Proven problem-solving and conflict-resolution skills
- High attention to detail and follow-through

Experience

- 1-5 years of experience in customer support, customer success, or relationship management roles
- Experience handling customers via phone, chat, WhatsApp, or email
- Prior experience in service-based, healthcare, fintech, e-commerce, or consumer-facing industries is a plus

📌 Customer Relationship Executive (Bengaluru)
🏢 Practo
📍 Bengaluru