Job Description

As a Customer Support Representative, you will be the first point of contact for customers reaching out via IVR (inbound calls), chat, and email. You will be responsible for resolving customer issues within defined SLAs, delivering a high-quality customer experience, and proactively identifying upsell or cross-sell opportunities.This role is performance-driven, with clear KRAs and KPIs focused on resolution speed, ownership, customer satisfaction, and proactive support.Key Responsibilities:1. Customer Issue Resolution & Productivity:- Handle inbound calls, chats, and email tickets professionally and efficiently.- Ensure accurate ticket creation and categorisation in the CRM for every interaction.- Resolve customer issues within defined SLAs (majority within 4 business hours).- Maintain high First Contact Resolution (FCR) for IVR and quick First Response Time (FRT) for chat.- Maintain high availability and responsiveness during assigned shifts.2. Customer Experience & Satisfaction:- Deliver a positive, empathetic, and solution-oriented experience on every interaction.- Maintain high CSAT scores by setting correct expectations and closing issues completely.- Ensure customers clearly understand the resolution provided before closing tickets.3. Ownership & Accountability:- Take end-to-end ownership of assigned tickets until closure.- Avoid unnecessary escalations by resolving issues at first touch wherever possible.- Proactively follow up on pending cases and ensure closure within SLA.- Escalate only when required, with complete context and documentation.4. Revenue Signals, Cross-sell & Proactiveness:- Identify and share qualified upsell, cross-sell, or referral opportunities during customer interactions.- Highlight relevant MyOperator products or features based on customer needs.- Share opportunities clearly with the Account Manager via CRM or defined processes.5. Process Adherence & CRM Hygiene:- Follow defined support processes, workflows, and communication guidelines.- Ensure accurate and timely updates in CRM for all tickets and interactions.- Participate in new process rollouts, tool adoption, and team initiatives.Skills & Competencies:Must-Have Skills:- Strong verbal and written communication skills (English required; Hindi/regional language is a plus).- Customer-first mindset with problem-solving ability.- Ability to multitask across calls, chat, and tickets.- Comfortable working with CRM tools and support dashboards.- Willingness to work in shifts, including weekends if required.Good-to-Have:- Prior experience in B2B SaaS, telecom, or customer support roles.- Experience handling chat or omnichannel support.- Basic understanding of CRM or cloud communication platforms.Behavioural Expectations:- Ownership-driven: sees problems through to closure.- Process-oriented but customer-centric.- Comfortable working with targets, SLAs, and scorecards.- Open to feedback, coaching, and continuous improvement.- Team player who collaborates well with TLs and Account Managers. (ref:updazz.com)

Skills Required