About the roleWe 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.
Job Title
Customer Support Executive