Customer Support Executive (Inbound & Outbound)

About Thoratech Innovations

Thoratech Innovations is a young, fast-growing company building customer operations capability for enterprise clients. We are setting up a dedicated Central Command Centre in Pune to run customer operations for a leading client in the engineering and manufacturing sector. This is a ground-floor opportunity to join our founding operations team.

About the Role

As a Customer Support Executive, you are the voice of the customer experience. You will handle inbound customer calls and make outbound follow-up calls, capturing every interaction accurately in our CRM systems. You will work across sales enquiries, complaints and customer follow-ups, making sure no customer query is lost.

Key Responsibilities

• Handle inbound customer calls professionally - sales enquiries, complaints and general enquiries.
• Make outbound calls - lead follow-ups, dealer coordination, customer verification and satisfaction surveys.
• Capture every interaction accurately in CRM tools within defined timelines.
• Qualify leads, set routing decisions and ensure timely handover to the right teams.
• Follow call scripts and SOPs while keeping conversations natural and customer-friendly.
• Meet daily productivity and quality targets.
• Escalate issues appropriately and keep the Team Leader informed.

What We Are Looking For

• Prior experience in a call centre, BPO or customer support role preferred.
• Fluency in Hindi and English. Any additional language is a strong advantage.
• Clear, confident communication and a genuine customer-first attitude.
• Comfort with CRM tools and structured digital processes.
• Ability to work in a target-driven environment.
• Reliability, discipline and a team-player mindset.

Shift & Location

• Location: Balewadi, Pune (on-site)
• Working days: Monday to Saturday
• Shifts: 9 AM to 6 PM or 10 AM to 7 PM (assigned at the time of joining)
• Immediate joining preferred

What We Offer

• Competitive compensation
• A ground-floor role in a fast-growing company
• Direct exposure to a marquee enterprise engagement
• Training, structured processes and clear growth paths as we scale

How to Apply

Apply through LinkedIn, or send your CV to [Confidential Information] with Customer Support Executive in the subject line.