Customer Support Associate

15 hours ago

Kanpur, Uttar Pradesh, India Attero Full time

Role Overview

We are seeking an experienced Customer Support Associate who can not only handle customer interactions but also manage and guide a small support team. The ideal candidate should have strong communication skills, problem-solving abilities, and prior experience in team handling and customer service operations.

Key Responsibilities

  • Handle inbound and outbound customer queries related to Metal Mandi operations.
  • Lead and mentor a team of support executives, ensuring smooth daily operations.
  • Manage and resolve escalated customer complaints in a timely manner.
  • Track customer support performance metrics and ensure SLA adherence.
  • Coordinate with sales, operations, and logistics teams to ensure customer satisfaction.
  • Prepare weekly reports on team performance, issue resolution, and customer feedback.
  • Assist in setting up and improving processes to enhance the customer support experience.
  • Train and guide new team members on product knowledge, processes, and communication.

Requirements

  • Graduate in any discipline (MBA preferred but not mandatory).
  • 3–5 years of customer support experience, with at least 1 year in a team-handling role.
  • Strong interpersonal and communication skills (Hindi & English mandatory; knowledge of South Indian languages is a plus).
  • Ability to multitask, prioritize, and manage time effectively.
  • Proficient in MS Office and CRM tools.
  • Exposure to inside sales / telesales processes will be an advantage.

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