Customer Support Executive

A Customer Service Representative (CSE), will provide product/services information, resolve any

emerging problems with accuracy and efficiency that our customer accounts might face.

CSE Should

Having excitement to help customers, must be polite, empathetic, and passionately communicative.

Think from customer angle and support them when necessary.

Candidates should have confidence in troubleshooting and investigate if the customers dont have enough information. CSE should clearly explain the details and set the right expectation. Maintain a solution-oriented mindset to resolve issues efficiently. (i.e. naturally CSE should be in a problem-solving mentality).

Language Combination Required:

Telugu, Kannada, and Hindi or Tamil

Bengali, Hindi and other local language

Marathi and Hindi

Tamil, Hindi and Telugu

Day to day responsibilities.

• Manage customers orders (Outbound) calls booked by sales team and assess customers needs to achieve satisfaction and make customers given with proper information about the product and ensure they are happily onboarded into the system with NPS.

• Build sustainable relationships and trust with customer accounts through open and interactive

communication. Provide accurate, effective, and complete information using appropriate

methods and tools within the time limits. Ensure follow-up to resolve assigned customer

callback requests within the specified TAT.

• Ensure customer ads are accurately updated in Sulekha and all required platforms with 100%

quality adherence.

• Keep clear records of customer interactions and files/documents in the CRM.

• Contributes to team effort by accomplishing related results as needed.

• Onboarding the customers by explaining the product and process. (welcome/ Activation call)

• Ensure to collect positive ratings from customers based on the onboarding experience.

• Derive outline of a problem to ensure that they are permanently fixed either via process or

system.

Work Schedule.

• 5 days a week with alternate Saturdays. Willing to work rotational shifts between 10 AM to 9

PM.

• Extended Support: Willingness to work on Sundays/holidays during critical business periods

(with compensatory time off).

Professional requirement + Skills

• Fresher or 1+ years experience in customer service operations with manageable language.

• Product knowledge, quality focus, problem solving, documentation skills, phone skill, listening,

resolving conflict, analyzing information

• Must have basic functionalities of MS Excel & Word and customer management tools

• Should handle both Inbound and outbound calls.

Personal requirement

• Possess strong interpersonal skills, including active listening with patience.

• The capacity to remain calm under intense pressure, especially when dealing with angry

customers, well-presented, tactful, and polite.

• Familiarity with CRM systems and practices.

• Ambitious and flexible

Other aspects

• Cost of Package up to 3.5lac per annum

• No travel requirements.

• Previous experience, especially in particular industry (customer service), preferred