Customer Support Executive

2 weeks ago

Hyderabad Telangana India, Telangana Recykal.com Full time

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.

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