The Customer Support Representative is the front?line ambassador of our company. You will handle customer inquiries, resolve issues, and ensure every customer interaction reflects our commitment to quality, empathy, and responsiveness. Your work will help retain customers, improve satisfaction, and contribute to ongoing product/service improvements.
Key Responsibilities:
Respond promptly to customer inquiries via phone, email, chat, social media, or other channels.
Diagnose and resolve customer issues or complaints in a professional and timely manner.
Provide detailed, accurate information about products, services, policies, and procedures.
Record all interactions, issues, feedback, and resolutions in the CRM or support system.
Escalate complex or unresolved issues to higher levels (senior support, technical team, or management).
Follow up with customers to ensure their issue has been satisfactorily resolved.
Collaborate with other teams (Product, Sales, Marketing) to provide feedback, suggest improvements, and relay common user pain points.
Maintain knowledge of updates to products, policies, and processes to provide accurate information.
Adhere to service level agreements (SLAs), response time targets, resolution rate metrics, etc.
Contribute to improving internal processes, documentation, FAQs, or help knowledge base.
Qualifications & Skills:
High school diploma or equivalent (Bachelor's degree preferred, depending on company/product).
Proven experience in customer service or support role. Experience with multi?channel support (phone, email, chat, social media) is a plus.
Excellent verbal and written communication skills.
Strong problem?solving skills with attention to detail.
Empathy, patience, and ability to remain calm under pressure.
Ability to multitask and manage time effectively in a fast?paced environment.
Familiarity with customer support / helpdesk tools (e.g. Zendesk, Freshdesk, Intercom) or CRM systems.
Comfort with technology -- being able to learn product tools quickly.
Flexibility to work in shifts, including weekends / public holidays, if required.
Job Type: Full-time
Pay: ₹20,000.00 - ₹25,000.00 per month
Work Location: In person
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