Location: Bengaluru

Shifts: Rotational, including night shifts

About the Role

We are looking for a customer-focused professional with strong written communication, problem-solving skills, and the ability to manage customer interactions across multiple digital channels. The role involves resolving queries, handling escalations, and improving the overall customer experience.

Key Responsibilities

- Handle customer queries across email, chat, app store reviews, and social media with empathy and professionalism
- Resolve customer issues within defined SOPs, SLAs, and quality standards
- Manage social media escalations and sensitive customer interactions effectively
- Maintain accurate records of customer interactions, resolutions, and follow-ups in CRM tools
- Identify recurring issues, customer feedback trends, and potential risks
- Escalate complex cases to relevant internal teams for timely resolution
- Collaborate with product, content, technology, and growth teams to improve customer experience
- Use support tools, AI, and data to track issues, analyze trends,



and improve processes
- Take end-to-end ownership of assigned queries and ensure timely closure

Requirements

- Graduate with prior experience in customer support or customer experience
- Excellent written communication skills with strong empathy and problem-solving abilities
- Experience handling email, chat, and social media customer support
- Familiarity with CRM and support tools such as Freshworks
- Ability to analyze customer feedback, identify patterns, and maintain reports using Google Sheets or Excel
- Strong organizational skills, attention to detail, and ownership mindset
- Based in Bengaluru and comfortable with occasional office visits
- Willingness to work rotational shifts, including night shifts

Ideal Candidate Someone who combines solid communication, customer empathy, analytical thinking, and ownership to deliver effective resolutions and consistently improve the customer experience.

📌 Associate Customer Support Executive (Bengaluru)
🏢 Pocket FM
📍 Bengaluru