Customer Support Agent

We’re looking for a customer-focused Customer Support Executive to handle customer queries via chat, email, and/or phone, resolve issues quickly, and ensure a smooth support experience. You’ll document interactions, coordinate with internal teams, and help improve support processes.

Key Responsibilities

• Respond to customer queries via chat/email/phone within agreed SLAs
• Troubleshoot customer issues and provide accurate solutions
• Escalate complex cases to relevant teams and follow up to closure
• Maintain detailed case notes in CRM
• Educate customers on product features, account setup, payments, refunds, etc.
• Handle sensitive conversations professionally (complaints, cancellations, chargebacks)
• Identify recurring problems and share insights to improve FAQs, macros, and processes
• Meet quality and productivity metrics (CSAT, FRT, AHT, resolution rate)

Required Qualifications

• Graduate (any discipline) or equivalent experience
• 0–3 years in customer support / BPO / customer success (freshers can be considered)
• Strong English communication (additional Indian languages are a plus)
• Good typing speed and comfort with computers/web apps
• Calm under pressure; strong problem-solving and empathy
• Ability to work in rotational shifts (if required)

Preferred Skills (Nice to Have)

• Experience with SaaS, e-commerce, fintech, logistics, or app-based support
• Familiarity with CRM/helpdesk tools and ticket workflows
• Basic technical troubleshooting (apps, browsers, network basics)
• Strong written communication for chat/email support

Job Types: Full-time, Permanent

Pay: ₹10,878.84 - ₹34,014.32 per month

Benefits:

• Food provided

Work Location: In person