Customer Support Executive

Job Overview:
Title : Customer Support Executive
Salary : 3LPA to 4.2LPA
Location : VKI, Jaipur
Experience Required : 1 to 3 years

Key Responsibilities:
Deliver a Customer-First Experience:

- Treat every customer interaction as a priority. Ensure quick, professional, and courteous responses that reflect Karban’s values of innovation, reliability, and care.
Multi-Channel Customer Support:
Maintain consistency and quality of support across all platforms.
Issue Understanding & Resolution:

- Understand both technical and non-technical issues, provide accurate solutions, and troubleshoot proactively to reduce downtime for customers.

CRM Data Management:

- Log all support interactions in the CRM system with 100% accuracy. Keep records updated with current status, follow-ups, escalations, and resolutions.

Own Every Case:

- Take end-to-end ownership of support tickets. Ensure timely closure, internal coordination, and customer feedback loop completion.

Coordinating With Service Agencies:

- Communicate with external service engineers, partners, and technicians to ensure timely onsite visits, installations, or repairs. Track job completion status.

Documentation & Paperwork:

- Handle service reports, installation forms, and warranty documentation professionally and accurately. Ensure all paperwork is collected and filed digitally.

Customer Follow-Ups & Satisfaction:

- Conduct follow-ups to ensure issue resolution, track satisfaction levels, and implement learnings from feedback received.

Maintain Service SLAs:

- Track ticket timelines and ensure all support cases are resolved within the defined turnaround time. Escalate proactively in case of delays.

Internal Team Collaboration:

- Coordinate with product, logistics, sales, and R&D teams to communicate customer issues and gather updates or solutions.

Knowledge Sharing & Learning:

- Continuously update internal knowledge bases (FAQs, troubleshooting guides) and actively participate in learning sessions.

Excel & Data Reporting:

- Use Excel to analyze support data, generate weekly and monthly reports, identify recurring issues, and assist in process improvements.

Support Customer Onboarding:

- Help new users understand product features, installation procedures, maintenance tips, and general product use.

Track and Report Trends:

- Identify patterns in customer complaints and report them for product or process improvement.

Proactive Communication:
Uphold Karban’s Service Promise:

- Represent the Karban brand with professionalism, empathy, and a solutions-oriented mindset at every customer touch point.

**Requirements**:

- High school diploma or equivalent; bachelor's degree preferred.
- Proven customer support experience or experience as a client service representative.
- Strong phone contact handling skills and active listening.
- Familiarity with CRM systems and practices.
- Excellent communication and presentation skills.
- Ability to multi-task, prioritise, and manage time effectively.
- Customer-focused and ability to adapt/respond to different types of characters.
- Proficiency in English.

Working Conditions:
Full-time position with standard working hours i.e. 9 AM - 6 PM, Monday to Saturday.

What we offer:

- Competitive salary & benefits.
- Professional growth opportunities.
- Inclusive & collaborative culture.
- Sick, casual and privilege leaves.

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

Pay: ₹300,000.00 - ₹420,000.00 per year

Application Question(s):

- What's your current and expected CTC?

**Education**:

- Bachelor's (required)

**Language**:

- English (required)

Work Location: In person