Job Description

Job Overview:
Title : Customer Support Executive
Salary : 3LPA to 4.2LPA
Location : VKI , Jaipur
Experience Required : 1 to 3 years

We are seeking a dedicated and empathetic Customer Support Representative to join our team. In this role, you will be responsible for providing excellent customer service and ensuring customer satisfaction by addressing and resolving inquiries and issues. The ideal candidate has strong communication skills, a passion for helping others, and the ability to work efficiently in a fast-paced environment.

Key Responsibilities:
Deliver a Customer-First Experience:
oTreat every customer interaction as a priority. Ensure quick, professional, and courteous responses that reflect Karban's values of innovation, reliability, and care.
Multi-Channel Customer Support:
oManage and respond to customer queries across WhatsApp, phone calls, emails, SMS, and chat.
Maintain consistency and quality of support across all platforms.
Issue Understanding & Resolution:
oUnderstand both technical and non-technical issues, provide accurate solutions, and troubleshoot proactively to reduce downtime for customers.

CRM Data Management:

oLog all support interactions in the CRM system with 100% accuracy. Keep records updated with current status, follow-ups, escalations, and resolutions.

Own Every Case:

oTake end-to-end ownership of support tickets. Ensure timely closure, internal coordination, and customer feedback loop completion.

Coordinating With Service Agencies:

oCommunicate with external service engineers, partners, and technicians to ensure timely onsite visits, installations, or repairs. Track job completion status.

Documentation & Paperwork:

oHandle service reports, installation forms, and warranty documentation professionally and accurately. Ensure all paperwork is collected and filed digitally.

Customer Follow-Ups & Satisfaction:

oConduct follow-ups to ensure issue resolution, track satisfaction levels, and implement learnings from feedback received.

Maintain Service SLAs:

oTrack ticket timelines and ensure all support cases are resolved within the defined turnaround time. Escalate proactively in case of delays.

Internal Team Collaboration:

oCoordinate with product, logistics, sales, and R&D teams to communicate customer issues and gather updates or solutions.

Knowledge Sharing & Learning:

oContinuously update internal knowledge bases (FAQs, troubleshooting guides) and actively participate in learning sessions.

Excel & Data Reporting:

oUse Excel to analyze support data, generate weekly and monthly reports, identify recurring issues, and assist in process improvements.

Support Customer Onboarding:

oHelp new users understand product features, installation procedures, maintenance tips, and general product use.

Track and Report Trends:

oIdentify patterns in customer complaints and report them for product or process improvement.

Proactive Communication:

oSend alerts or updates to customers regarding deliveries, installations, filter replacements, and AMC renewals via WhatsApp or email.

Uphold Karban's Service Promise:

oRepresent the Karban brand with professionalism, empathy, and a solutions-oriented mindset at every customer touch point.

Requirements:

oHigh school diploma or equivalent; bachelor's degree preferred.

oProven customer support experience or experience as a client service representative.

oStrong phone contact handling skills and active listening.

oFamiliarity with CRM systems and practices.

oExcellent communication and presentation skills.

oAbility to multi-task, prioritise, and manage time effectively.

oCustomer-focused and ability to adapt/respond to different types of characters.

oProficiency in English.

Working Conditions:

Full-time position with standard working hours i.e. 9 AM - 6 PM, Monday to Saturday.

What we offer:

oCompetitive salary & benefits.

oProfessional growth opportunities.

oInclusive & collaborative culture.

oSick, casual and privilege leaves.

Job Types: Full-time, Permanent

Pay: ₹300,000.00 - ₹420,000.00 per year

Application Question(s):

What's your current and expected CTC?
Education:

Bachelor's (Required)
Language:

English (Required)
Work Location: In person