Customer Support Representative

1 week ago

Domlur Bengaluru Karnataka, India UpSpark Social Full time

**The Role - Summary**:
We are looking for Intern - Customer Support Specialists (CSS) who will be responsible for delivering instant resolutions/first contact closures to users. In this role, you need to solve user issues in the first instance, regardless of complexity or dependencies to retain user/restore trust, and you will also have to coordinate with internal teams to get user issues resolved.

**Role - What’s expected of you**:

- Answer customer calls as and when required to resolve their queries
- Ensure 100% accuracy on documentation of interactions handledAdhere to quality benchmarks, follow process standard operating procedures & Exception Policy framework
- Identify opportunities for process improvements, training, or refreshers

**Customer Experience - How to handle user queries/issues**:

- Be perceived as an expert and inspire trust in Users interacting with you (authority on resolution and closure, user trust to achieve ‘zero’ escalation/reopens)
- Deliver the ‘Simpl Care and CX’
- Communication and Resolution o Be helpful & professional, ensure user needs/expectations are met
- Maintain high attention to detail, and execute flawlessly
- Have apt decision-making skills to resolve user issues favorably

**Pre-requisites (Must have)**:

- Very strong problem-solving skills & decision-making ability
- Very good communication skills: user context vs internal stakeholders, written and spoken; English and Hindi (spoken)
- Good working knowledge of CRMs and Workflows
- Flexible with work from office
- Flexible with rotational weekoffs
- Flexible to work in any of the 5 shifts (rotational 24/7 shifts)
- Strong understanding of processes and experience of managing SLAs, TATs, etc.
- Good with data - preparing basic reports, tracking, and reporting highlights/insights

**Please note**:

- During the assessments & discussions, the panel will access your capabilities of customer escalations handling/managing escalation desks.
- Good to have: Previous experience working in chat support processes

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

Pay: ₹25,000.00 - ₹32,000.00 per month

**Benefits**:

- Health insurance
- Paid sick time
- Provident Fund

Schedule:

- Rotational shift

Ability to commute/relocate:

- Domlur, Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (preferred)

**Education**:

- Higher Secondary(12th Pass) (required)

**Experience**:

- Customer service: 1 year (preferred)

**Language**:

- Hindi (required)
- English (required)

**Location**:

- Domlur, Bengaluru, Karnataka (preferred)

Work Location: In person

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