Roles and Responsibility

Key Responsibilities

- Handle customer queries through live chat / messaging platforms
- Provide clear, 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
- Strong 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 - Versatile

📌 Customer Service Executive (Pune)
🏢 NCSi
📍 Pune