Customer Support Specialist

Company Description Invention Marketing Group (IMG) is part of a global organization operating in 26 countries with more than 800 offices worldwide. The company's growth is driven by a deliberate and thorough recruitment process focused on identifying and developing talent. IMG is dedicated to helping high-profile clients achieve strong revenue performance and significantly increase brand recognition year after year. Team members are encouraged to think creatively and strategically, with a culture that rewards going the extra mile at every stage of their career. Candidates who are motivated by performance, growth, and impact will find strong development opportunities here.
Role Description The Customer Support Specialist is a full-time, on-site role based in Kozhikode. This role involves responding to customer inquiries via phone, email, and chat, providing accurate information and solutions in a timely manner. The specialist will handle basic and moderately complex technical support issues, troubleshoot problems, and escalate cases when necessary. Daily activities include maintaining detailed records of interactions, monitoring customer satisfaction, and following up to ensure issues are resolved. The role also requires collaborating with sales and operations teams to relay customer feedback, contributing to process improvements, and supporting a high standard of service that aligns with IMG's performance-driven culture.
Qualifications

• Candidates should possess strong Customer Support and Customer Satisfaction skills, with a focus on delivering clear, helpful, and timely service.
• Candidates should possess excellent Interpersonal Skills, including active listening and professional communication with diverse customers and colleagues.
• Candidates should possess Technical Support abilities to troubleshoot common product or service issues and follow structured problem-solving steps.
• Candidates should possess Analytical Skills to understand customer needs, interpret feedback, and identify patterns that inform service improvements.
• Relevant qualifications such as prior experience in customer-facing roles, familiarity with CRM or ticketing systems, and proficiency in basic computer applications.
• Ability to work on-site in Kozhikode, manage multiple tasks, remain calm under pressure, and maintain a high level of professionalism.
• Educational background in business, communications, or a related field is beneficial; fluency in English and local languages is an advantage.