Job Title: Customer Support Executive

Location: T Hub Phase 2, Madhapur, Hyderabad.

Company: Devaseva Digital Services Private Limited

Employment Type: Full-time

About Devaseva Digital Services Private Limited

Devaseva Digital Services Private Limited is a spiritually driven technology platform that connects devotees across the globe to temples in India through online seva offerings. Our mission is to enable seamless and meaningful devotional experiences by digitizing temple services such as pujas, sevas, prasad delivery, and live darshan. Through innovation and a customer-first approach, we strive to preserve and promote India's spiritual traditions.

Position Overview

As a Customer Support Executive, you will oversee the daily operations of the customer support and ensure the highest level of service delivery across all communication channels. You will be responsible for enhancing customer satisfaction, managing support processes, and driving continuous improvement in service quality. This role is central to maintaining strong relationships with devotees and ensuring smooth coordination across departments to uphold Devaseva's commitment to excellence.

Key Responsibilities

Address escalated customer concerns with empathy and professionalism.
Monitor and respond to customer inquiries across phone, email, chat, and social media.
Analyze customer feedback to identify trends and improvement areas.
Build long-term relationships to foster trust and loyalty among devotees.
Develop and implement SOPs for consistent and effective support interactions
Design workflows to improve response times and resolution rates.
Leverage tools such as ticketing systems and chatbots to streamline support operations.
Conduct regular audits to ensure adherence to quality standards and protocols.
Coordinate with the cross functional teams to ensure smooth seva fulfillment and follow-ups.
Monitor and report key support metrics: First Response Time (FRT), Average Resolution Time (ART), Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS).
Identify gaps and implement corrective measures to improve service quality.
Design and deliver training programs on customer service, communication, and product knowledge.
Maintain a centralized knowledge base of FAQs, updates, and standard responses.

Qualifications & Skills

Bachelor's degree in any discipline; a degree in communications or business is preferred.
25 years of experience in customer support or service management, preferably in product companies.
Strong verbal and written communication skills in English, Hindi and at least one Indian language.
Proficiency in CRM tools, helpdesk software, and data analysis using Excel or Google Sheets.
Ability to handle high-pressure situations with empathy and professionalism.
Strong problem-solving skills and a proactive mindset.