Customer Support Executive

Inbound Customer Support Executive (Calling)

Experience Required:

Minimum 6 months of experience in inbound customer support

Languages Required:

Hindi and English (Mandatory)

Roles & Responsibilities:

1. Handle inbound customer calls professionally

2. Understand customer queries and provide accurate resolutions

3. Follow SOPs and maintain quality standards

4. Update call details and dispositions in CRM

5. Meet performance metrics such as Answer Rate, AHT, and Quality

6. Escalate issues as per the defined process

Skills Required:

— Good communication skills

— Strong customer-handling and problem-solving abilities

— Basic system and CRM knowledge

Chat Support Executive

Experience Required:

Minimum 6 months of experience in chat or non-voice support

Languages Required:

English and Hindi (Mandatory)

Bengali required for Bengali Chat Support role

Roles & Responsibilities:

1. Handle customer queries via chat efficiently

2. Provide accurate resolutions as per SOPs

3. Manage multiple chat conversations simultaneously

4. Update chat details and CRM notes

5. Maintain quality and productivity benchmarks

6. Escalate issues when required

Skills Required:

— Excellent written communication skills

— Typing speed of more than 35 WPM

— Strong multitasking abilities

— Basic system and CRM knowledge

 Escalations

Minimum 1–2 years of experience in customer support or escalation handling

Languages Required:

Hindi and English (Mandatory)

Additional regional language is a plus

Roles & Responsibilities:

1. Handle customer escalations received via calls, chats, or emails

2. Analyse issues thoroughly and provide effective and timely resolutions

3. Take ownership of escalated cases until closure

4. Coordinate with internal teams (Operations, Quality, Tech) for resolution

5. Ensure adherence to SOPs, compliance, and quality standards

6. Maintain accurate documentation and update CRM for all escalations

7. Track and follow up on open cases to ensure TAT compliance

8. Identify recurring issues and share insights for process improvement

Skills Required:

 — Strong communication and negotiation skills

 — Excellent problem-solving and analytical abilities

 — Ability to handle high-pressure situations and difficult customers

 — Good knowledge of CRM tools and internal systems

 — Strong ownership and follow-up skills