Customer Support Executive

Job Title: Customer Support Executive (Voice & Non Voice)

Location: On-site, Semmancheri, Chennai

Department: Customer Success / Operations

Shift:   Rotational / 24/7

Job Summary

We are looking for a patient, empathetic, and communicative Customer Support Executive to serve as the first point of contact for our customers. You will be responsible for resolving technical issues, answering product inquiries, and ensuring that every user has a positive experience with our brand. Your goal is to build sustainable relationships and trust through open and interactive communication.

Key Responsibilities

• Inbound Support: Manage large volumes of incoming queries via [Phone, Email, Chat, and Social Media].
• Problem Solving: Identify and assess customers' needs to achieve satisfaction; provide accurate, valid, and complete information by using the right tools.
• Conflict Resolution : Hands on solving the conflicts with the customer and the service provider.
• Troubleshooting: Guide users through basic technical troubleshooting steps and escalate complex issues to the technical team as needed.
• Documentation: Keep detailed records of customer interactions, process customer accounts, and file documents in the CRM.
• Feedback Loop: Gather customer feedback and share insights with the Product and Marketing teams to help improve our services.
• Compliance: Follow communication procedures, guidelines, and policies to maintain brand voice and security standards.

Key Performance Indicators (KPIs)

The success of this role is measured by:

• CSAT (Customer Satisfaction Score): Ensuring high ratings from users.
• FRT (First Response Time): Responding to queries within [e.g., 2 hours].
• Resolution Rate: Percentage of cases closed without needing a second follow-up.

Required Skills & Qualifications

• Experience: 1-5 years of experience in a customer support or "customer first" role.
• Communication: Exceptional verbal and written communication skills with a neutral accent.
• Tech Proficiency: Familiarity with CRM systems (e.g., Zoho, Freshdesk, Salesforce, or HubSpot) and support tools like Intercom or Slack.
• Soft Skills: High emotional intelligence, active listening, and the ability to remain calm under pressure.
• Language: Fluency in English, Tamil is mandatory along with Hindi / Telugu is must.
• Having worked in Travel Tech / Internet Companies is an added advantage

Benefits & Perks

• Competitive Salary: Upto 3.6LPA ( Based on the Experience)
• Growth Path: Opportunities to move into Team Lead or Customer Success Manager roles.
• Additional Perks : Extra Incentives for rosters during Festival / holidays.

Working Days : 6 Days a Week (Weekly off as per the roster)