Customer Support Executive

Job Title: Customer Support Representative (Voice & Chat)

Location: Paldi & CG Road, Ahmedabad (On-site)

Job Type: Full-time

Working Days & Hours: 6 Days a week | 10:00 AM to 8:00 PM

Job Summary

We are looking for a dedicated and empathetic Customer Support Representative to join our team in Ahmedabad. In this full-time, on-site position, you will be the frontline voice and text representative of our brand, handling inbound/outbound calls and live chat inquiries. The ideal candidate is a natural problem-solver with excellent typing speed, clear verbal communication, and the ability to multitask in a fast-paced environment.

Key Responsibilities

• Omnichannel Support: Manage large amounts of incoming calls and live chat messages promptly and professionally.
• Issue Resolution: Identify customer needs, troubleshoot problems, and provide accurate, valid, and complete information using the right methods and tools.
• Record Keeping: Keep detailed records of customer interactions, process customer accounts, and file documents within the CRM system.
• De-escalation: Handle customer complaints with empathy, provide appropriate solutions or alternatives within the time limits, and follow up to ensure resolution.
• Collaboration: Route complex queries to the appropriate departments or Tier 2 support when necessary.

Requirements and Qualifications

• Experience: Proven experience in a customer support role, preferably handling both voice and non-voice (chat) processes.
• Communication Skills: Excellent written and verbal communication skills; ability to convey complex information clearly and concisely.
• Technical Proficiency: Strong typing skills and familiarity with CRM systems and support software.
• Soft Skills: Active listening, strong emotional intelligence, patience, and the ability to remain calm under pressure.
• Education: High school diploma or equivalent; a college degree is a plus.