Customer Service Executive

Customer Service & Chat Support ExecutiveCompany: Largis Ventures Private Limited

Department: Customer Support / Operations

Job Type: Full-Time

Work Mode: Work From Office / Hybrid / Remote

Experience: 0–3 Years

Education: 12th Pass / Graduate

Employment Type: Full-Time

About Largis VenturesLargis Ventures Private Limited is a technology-driven company building products and services that simplify complex processes for customers and businesses.

We are looking for a Customer Service & Chat Support Executive who will be responsible for interacting with customers, understanding their requirements, resolving their issues, and ensuring a smooth customer experience.

This is a customer-facing role where communication, patience, problem-solving and attention to detail are extremely important.

• Key Responsibilities1. Customer SupportHandle customer queries through WhatsApp, live chat, phone calls, email and other support channels.
• Understand customer requirements and provide accurate information.
• Resolve customer complaints and service-related issues professionally.
• Guide customers through products, services, applications and processes.
• Provide clear step-by-step assistance whenever required.
• Follow up with customers until their issue is completely resolved.
• Escalate complex or technical issues to the appropriate department.
• 2. Chat SupportManage multiple customer conversations simultaneously.
• Respond to incoming chats quickly and professionally.
• Maintain proper grammar, spelling and professional communication.
• Understand the customer's issue before providing a solution.
• Avoid unnecessary copy-paste responses and provide relevant answers.
• Maintain a professional and helpful tone even with difficult customers.
• Ensure every customer conversation is properly closed or followed up.
• 3. Customer Relationship ManagementMaintain accurate customer information in the CRM.
• Update customer status, notes, conversations and follow-up requirements.
• Maintain proper records of complaints, requests and resolutions.
• Track pending customer issues and ensure timely follow-up.
• Identify recurring customer problems and report them to management.
• 4. Problem SolvingUnderstand the root cause of customer issues.
• Provide first-level troubleshooting and solutions.
• Coordinate with internal teams when a problem requires additional support.
• Take ownership of customer issues instead of simply transferring them.
• Ensure escalated cases are followed through until resolution.
• 5. Customer Retention & ExperienceBuild positive relationships with customers.
• Handle dissatisfied customers calmly and professionally.
• Understand customer concerns and provide appropriate solutions.
• Identify opportunities to improve customer satisfaction.
• Collect customer feedback and share important insights with the team.
• 6. Internal CoordinationCoordinate with Sales, Operations, Technical and Management teams.
• Share important customer feedback with relevant departments.
• Communicate urgent customer issues immediately.
• Follow company SOPs and escalation procedures.

Daily ResponsibilitiesThe employee may be expected to:

• Check and respond to pending customer conversations.
• Handle live chats and WhatsApp conversations.
• Answer incoming customer calls.
• Respond to emails and support tickets.
• Update CRM/customer records.
• Follow up with pending customers.
• Resolve complaints and service requests.
• Escalate unresolved technical/operational issues.
• Prepare basic daily support reports.
• Maintain proper documentation of all customer interactions.
• Required SkillsCommunicationExcellent written and verbal communication.
• Good English communication skills.
• Ability to communicate clearly and professionally.
• Good listening and comprehension skills.
• Customer HandlingPatience while dealing with customers.
• Ability to handle angry or frustrated customers.
• Professional attitude.
• Empathy and understanding.
• Ability to remain calm under pressure.
• Technical SkillsBasic computer knowledge.
• Comfortable using Google Workspace / Microsoft Office.
• Ability to learn CRM and customer-support software.
• Comfortable working with WhatsApp, email and live-chat platforms.
• Basic understanding of spreadsheets is preferred.
• Personal SkillsProblem-solving ability.
• Multitasking.
• Attention to detail.
• Time management.
• Accountability.
• Teamwork.
• Willingness to learn.
• Ability to work in a fast-paced environment.

EligibilityMinimum Qualification: 12th Pass

Graduation: Preferred but not mandatory for suitable candidates.

Experience:

• Freshers can apply.
• 0–3 years of customer service, BPO, chat support, telecalling or similar experience preferred.

Candidates with experience in international customer support, chat support, BPO, SaaS support or CRM-based support will be preferred.

Performance Metrics / KPIsPerformance may be evaluated based on:

• First Response Time (FRT)
• Average Resolution Time
• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Number of queries handled
• Chat response quality
• Ticket resolution rate
• Follow-up completion
• Customer complaints/escalations
• CRM/data accuracy
• Attendance and punctuality
• Working ExpectationsMaintain professional communication with every customer.
• Follow company policies and SOPs.
• Maintain confidentiality of customer information.
• Do not provide customers with unverified information.
• Maintain accurate records of customer interactions.
• Take ownership of assigned customers and tickets.
• Meet assigned productivity and quality targets.
• What We OfferCompetitive salary based on skills and experience.
• Performance-based incentives where applicable.
• Professional training and onboarding.
• Opportunity to work with a technology-driven company.
• Career growth opportunities.
• Exposure to SaaS, technology, customer operations and international customers.
• Opportunity to grow into senior support, team-lead or operations roles.

Career GrowthSuccessful candidates can progress into:

Customer Support Executive → Senior Customer Support Executive → Team Leader → Customer Support Manager → Operations Manager

Who We Are Looking ForWe are looking for someone who is:

• Customer-focused
• Responsible and reliable
• Comfortable talking to people
• Good at written communication
• Patient under pressure
• Quick at learning new software
• Good at solving problems
• Comfortable handling multiple conversations
• Willing to take ownership instead of making excuses

If you enjoy helping people, solving problems and working in a technology-driven environment, we'd like to hear from you.