About the Role
Magnum is seeking customer-focused and detail-oriented Customer Support Executives to join our customer experience team. This is a blended process role where 80% of your primary responsibilities will involve live chat and digital messaging, and 20% will involve voice support (inbound/outbound calls for escalations, complex queries, or quick follow-ups).
Key Responsibilities
- Digital & Chat Support (80%): Handle real-time customer inquiries via live chat, email, and digital messaging platforms in a prompt, professional, and empathetic manner.
- Voice Support (20%): Assist customers via inbound or outbound calls to handle complex issues, urgent inquiries, or customer call-backs.
- Issue Resolution: Troubleshoot complaints, identify root causes, and provide accurate, first-contact solutions following company guidelines and knowledge bases.
- Data Management & CRM: Accurately update customer records, log interaction notes, and record call/chat feedback in the CRM database.
- Multitasking: Concurrently manage 2–3 active chat sessions while remaining flexible to switch to voice calls when required.
- Process Adherence: Follow operational procedures, standard operating scripts, and quality control guidelines across both voice and non-voice channels.
Key Qualifications & Requirements
- Education: Higher Secondary (10+2) or Bachelor’s Degree in any discipline.
- Typing Speed: Minimum 30–40 WPM with 95%+ accuracy.
- Communication Skills: Excellent written skills for chat support and clear, fluent verbal communication skills for phone calls (English and Hindi/regional languages as required).
- Technical Skills: Basic computer proficiency and familiarity with CRM systems, ticketing tools, or live chat software (e.g., Zendesk, Freshdesk, MS Office).
- Soft Skills: Problem-solving mindset, patience, active listening, and the ability to handle difficult interactions calmly.
- Flexibility: Comfortable switching between chat and phone interactions, and open to working in rotational shifts.
Job Details
- Job Type: Full-time
- Process Type: Blended (80% Non-Voice / Chat | 20% Voice)
- Location: On-site / Office-based
- Working Days: 5 / 6 Days a week (Rotational Shifts)
- Compensation: Competitive salary with monthly performance incentives, EPF, and health coverage benefits.
Pay: ₹14,000.00 - ₹15,000.00 per month
Work Location: On the road
