Primary job title (standardized): Customer Support Representative
A technology-enabled customer experience and business process outsourcing (BPO) services provider supporting e-commerce, fintech, SaaS, and consumer brands. We deliver omnichannel customer support, order-to-cash, and retention services using cloud contact-center platforms and analytics to drive customer satisfaction and operational efficiency.
About The Opportunity
We are hiring an on-site Customer Support Executive based in India to join a high-energy operations team. You will be the frontline ambassador for customersresolving inquiries, owning cases end-to-end, and improving processes that reduce churn and boost loyalty. This role is ideal for candidates who excel in fast-paced, SLA-driven environments and are comfortable working across phone, email and chat channels.
Role & Responsibilities
- Respond to inbound customer inquiries across voice, email and live chat and resolve issues within defined SLAs while maintaining high CSAT.
- Troubleshoot product/service issues, replicate customer scenarios and provide clear, step-by-step resolutions or workarounds.
- Log, categorize and update tickets accurately in the CRM or helpdesk; ensure case notes and tags support reporting and trend analysis.
- Escalate technical or billing issues to appropriate teams and follow through until full resolution and customer confirmation.
- Meet individual KPIs (first response time, resolution time, CSAT) and contribute to team performance and target achievement.
- Contribute to knowledge base updates, propose process improvements and assist in onboarding/training new team members.
Skills & Qualifications
Must-Have
- Proven experience using Zendesk or Freshdesk in a live support environment.
- Familiarity with Salesforce Service Cloud or equivalent CRM platforms.
- Experience with live-chat platforms such as Intercom or LiveChat and handling multichannel tickets.
- Comfortable using VoIP/softphone systems for high-volume inbound/outbound voice support.
- Strong data-handling skills in MS Excel for reporting and ticket analysis.
- Ability to work on-site in India and adhere to rostered shift timings, including rotational shifts if required.
Preferred
- Experience supporting e-commerce or fintech platforms (Shopify, Razorpay, payment gateways).
- Exposure to CX analytics tools (Zendesk Explore, Freshdesk Analytics) or basic reporting dashboards.
- Multilingual support capabilities (Hindi plus fluent English) for pan-India coverage.
Additional Qualifications
- Minimum 1+ years of customer support or contact center experience preferred.
- Excellent verbal and written English communication; clarity on phone and chat is essential.
- Customer-first attitude with a track record of meeting SLA-driven KPIs and quality checks.
Benefits & Culture Highlights
- Competitive base salary with performance-linked incentives and attendance benefits.
- Structured learning, career progression and opportunities to move into specialist or leadership roles.
- Collaborative on-site culture with regular coaching, team events and process-driven operations.
To apply, please ensure your resume highlights your experience with the listed platforms and your availability for on-site shifts in India. We welcome motivated support professionals who thrive in high-volume, customer-centric environments.
Skills: freshdesk,crm,zendesk,intercom,customer support,excellent communication,excel proficiency,ms excel
