Customer Support Executive

6 days ago

Mumbai Maharashtra, India WeWake Astrology & Puja Full time

**Job Title**:Customer Support Executive

Spiritual Sutra Pvt. Ltd. (brand**:WeWake**) is India’s premier online Vedic wisdom consultancy, empowering clients globally with astrology consultations, courses, and community Poojas.

**Key Responsibilities**
- Coordinate online sessions: schedule/reschedule, share meeting links/instructions, send reminders, and ensure high show-up rates
- Create, format, and quality-check post-session client reports using company templates; dispatch within agreed TAT and track acknowledgements
- Maintain accurate records in the CRM/ticketing tool; log conversations, dispositions, and follow-ups; keep knowledge base and macros updated
- Perform basic tech troubleshooting (login, link access, audio/video) and guide customers through fixes
- Collect and summarize feedback (CSAT/NPS/comments) to improve scripts, FAQs, and processes; suggest continuous improvements
- Track and meet support SLAs for first response and resolution; share daily/weekly updates on queue health and key metrics

**Required Qualifications & Experience**
- 1-2 years of experience in a BPO/KPO environment (customer support, coordination, or similar)
- Pleasant personality with strong customer empathy, patience, and professional phone etiquette
- Excellent English speaking and writing skills; crisp, error-free communication
- Proficiency with Google Workspace, WhatsApp Business, basic CRM/ticketing systems (e.g., Freshdesk/Zendesk), and video platforms (Google Meet/Zoom)
- Attention to detail, reliable follow-through, and the ability to manage multiple conversations and deadlines
- Nice to have: experience preparing client reports, familiarity with SLAs/CSAT metrics, and ≥40 wpm typing speed

**Compensation & Benefits**
- Professional development and growth opportunities within Operations/Customer Success
- Monday to Friday - 9:30am to 6:30pm. Weekends off. 15 days annual paid leave.
- This is a work from office job located in Andheri

**Job Types**: Full-time, Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

Work Location: In person

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