Job Description

Customer Support Executive / Manager -- Mumbai

Position Title:

Customer Support (Executive / Manager, depending on seniority)

Location:

Mumbai (onsite / hybrid depending on company policy)

Salary Range:

?30,000 - ?50,000 per month

Experience Required:

3-7 years in Customer Support / Client Servicing

Qualification:

Bachelor's degree (any discipline)

Gender Preference:

Female

Employment Type:

Full-time

Job Summary

We are looking for a

Customer Support professional

to lead customer engagement, resolve queries, and ensure client satisfaction. The role demands excellent communication skills, problem-solving ability, and the maturity to handle escalations. You will serve as the bridge between customers and internal teams, ensuring smooth operations and a positive customer experience.

Key Responsibilities

Manage inbound and outbound customer queries via phone, email, chat, or CRM tools. Provide accurate information and resolve issues within defined SLAs (Service Level Agreements). Handle customer escalations with empathy and professionalism. Maintain detailed records of interactions in the CRM system. Coordinate with internal departments (sales, operations, technical teams) to resolve customer concerns. Analyze recurring issues and provide feedback to management for process improvements. Assist in onboarding new customers and providing product/service training as required. Monitor customer satisfaction metrics and drive initiatives to improve CSAT/NPS scores. Prepare and present regular reports on customer issues, resolutions, and feedback trends.
Required Qualifications & Experience

Bachelor's degree (any stream). 3-7 years of experience in customer support, client relations, or account management. Strong verbal and written communication skills in English (and Hindi/Marathi preferred). Proficiency with CRM tools (e.g., Zoho, Salesforce, Freshdesk) and MS Office/Google Workspace. Ability to multitask and remain calm under pressure. Strong interpersonal skills and customer-centric mindset.
Job Type: Full-time

Pay: ₹30,000.00 - ₹50,000.00 per month

Work Location: In person