Key Responsibilities Omnichannel Support: Respond promptly and professionally to customer inquiries via phone, email, live chat, and social media channels. Problem Resolution: Diagnose, troubleshoot, and resolve customer issues accurately. Escalate complex or technical problems to the appropriate internal teams. Product Expertise: Maintain a deep understanding of our products, services, and internal policies to provide accurate information and recommendations. Documentation: Record detailed logs of all customer interactions, feedback, and actions taken in our Customer Relationship Management (CRM) system. Feedback Loop: Act as the voice of the customer by identifying recurring issues or trends and sharing feedback with the product and QA teams. Metrics Driven: Meet or exceed team performance targets, including First Response Time (FRT), Customer Satisfaction (CSAT) scores, and resolution rates. Requirements & Qualifications Experience: 0–1 years of experience in a customer service, retail, or call center environment (experience with SaaS or e-commerce is a plus). Communication: Exceptional written and verbal communication skills. Ability to explain complex concepts in clear, simple terms. Tech Savvy: Familiarity with helpdesk software/CRMs (e.g., Zendesk, Salesforce, Freshdesk, Intercom) and standard workplace tools like Slack and Google Workspace. Soft Skills: Strong empathy, active listening skills, patience, and a thick skin for handling escalated or frustrated customers. Problem-Solving: Strong critical thinking skills with the ability to think on your feet and adapt to fast-paced changes. Availability: Flexibility to work varied shifts, which may include weekends, evenings, or holidays depending on team coverage needs. What We Offer Competitive hourly rate/salary and performance bonuses. Comprehensive health, dental, and vision insurance. Paid time off (PTO) and company-observed holidays. Clear career progression paths into QA, Tier 2 Support, or Team Leadership.
Pay: ₹18,000.00 - ₹22,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Paid sick time
- Provident Fund
Work Location: In person
