About the role
We are looking for a proactive and customer-focused Customer Support Executive to manage inbound queries from brand partners and end users regarding our product. The role requires strong communication skills, quick problem-solving abilities, and a customer-first mindset. You will act as the primary point of contact and ensure high-quality support across calls, emails, and chat channels.
Key roles and responsibilities
- Handle inbound and outbound customer calls with professionalism and clarity.
- Respond to customer queries via email and chat with accuracy and within defined SLAs.
- Provide product-related information, troubleshoot issues, and guide users through processes.
- Coordinate with internal teams (operations, tech, backend support) to resolve escalated issues.
- Maintain detailed and accurate records of customer interactions in the CRM/helpdesk.
- Follow communication scripts, support guidelines, and processes to deliver consistent service.
- Identify repeated issues and share feedback for process improvement.
- Support brands on onboarding, product usage, transaction queries, and issue resolution.
- Ensure high CSAT scores by delivering empathetic, clear, and solution-oriented responses.
- Train and mentor junior support members when required.
What are we looking for
- Strong verbal and written communication skills in English and Hindi.
- Prior experience in customer service/support (voice + non-voice).
- Ability to handle pressure, manage tough conversations, and provide calm resolutions.
- Good understanding of customer service tools (Freshdesk, Zendesk, CRM systems preferred).
- Multitasking ability with attention to detail and accuracy.
- Problem-solving attitude and willingness to learn product features quickly.
- Flexibility to work in rotational shifts if required.
Skillsets :
- Excellent English & Hindi communication (spoken and written).
- Customer handling experience (calls, emails, chat).
- Ticketing system & CRM familiarity.
- Typing speed 35+ WPM preferred.
- Basic technical troubleshooting skills.
- Ability to analyse customer issues and provide quick resolutions.
- Strong interpersonal and listening skills.
Other plus points:
- Experience in supporting SaaS or tech-based products.
- BPO/Contact Center background.
- Experience handling brand/merchant queries.
- Knowledge of escalation handling and RCA documentation.
- Exposure to omni-channel support environments.
- Willingness to work weekends/holidays on rotation.
