Job Summary
We are looking for a Customer Support Representative to manage customer queries via email and calls, ensuring timely resolution of requests related to memberships, bookings, refunds, invoices, and app-related issues. The role requires strong email etiquette, ownership of follow-ups, and the ability to manage high daily ticket volumes (up to 150 requests).
Key Responsibilities
- Respond to customer queries via email and calls
- Manage daily ticket volumes of up to 150 requests
- Develop strong understanding of memberships, booking policies, refunds, extensions, and app workflows to provide accurate resolutions.
- Coordinate with Finance, Operations, and Tech teams for issue closure
- Ensure SLA adherence and response quality standards
Qualifications
- 1–2 years of customer support experience
- Strong written and spoken English with excellent email etiquette (mandatory)
- Experience handling high ticket volumes preferred
- Ability to manage multiple follow-ups simultaneously
- Comfortable working with internal tools and cross-team coordination
KPIs
- SLA adherence for first response and resolution timelines
- Ticket closure volume (handling up to 150 requests per day)
- Response quality and email etiquette standards
- CSAT (Customer Satisfaction Score)
- Accuracy of information shared with customers
- Timely follow-ups on refunds, invoices, and escalations
Work Schedule
- 8-hour shift
- 1 weekday off per week
Benefits
- Free access to Game Theory sports centers
- Opportunity to work closely with cross-functional teams
- Learning and growth opportunities within Customer Experience operations
Pay: ₹350,000.00 - ₹450,000.00 per year
Benefits:
- Health insurance
- Provident Fund
Application Question(s):
- How many years of experience you have as Customer Support Executive?
- What is your Current CTC?
- What is Your Expected CTC?
- Current Location
- Do you have experience using CRM/support tools like Chat woot, Freshdesk, Zendesk, or similar?
Work Location: In person
