Customer Service Executive

LOCAL CANDIDATE OF GOA PREFERRED

**Responsibilities**:

- **Customer Assistance & Issue Resolution**
- Provide prompt and accurate troubleshooting steps for internet and network-related issues.
- Escalate complex technical problems to the appropriate technical support or field teams when necessary.
- **Service Requests & Coordination**
- Log service requests and complaints accurately in the CRM system or service desk software.
- Coordinate with field technicians and network teams to ensure timely resolution and follow-ups.
- Track open tickets and ensure updates are provided to customers until closure.
- **Customer Relationship Management**
- Maintain a professional and courteous tone while interacting with customers.
- Ensure high levels of customer satisfaction by providing quick, reliable, and helpful support.
- Build rapport with customers to promote trust and long-term loyalty.
- **Billing & Account Support**
- Assist customers with queries related to payments, plan upgrades, renewals, and account details.
- Guide customers through online payment portals or manual payment options.
- Update customer records and service plans as required.
- **Feedback & Reporting**
- Record feedback and suggestions from customers to help improve products and services.
- Generate daily/weekly reports on common issues, ticket resolution time, and customer satisfaction.
- Share insights with supervisors to enhance support quality and team performance.

**Required Skills & Qualifications**:

- Experience in a customer support or helpdesk role (ISP/telecom experience preferred).
- Excellent verbal and written communication skills in English, Konkani, and Hindi.
- Basic knowledge of internet services, routers, and LAN/Wi-Fi troubleshooting.
- Familiarity with ticketing systems, CRMs, or support software tools.
- Patience, empathy, and a customer-first attitude.
- Willingness to work in shifts, weekends, or holidays if required.

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

Pay: ₹192,000.00 - ₹360,000.00 per year

**Benefits**:

- Provident Fund

Schedule:

- Day shift
- Morning shift

Supplemental Pay:

- Performance bonus
- Yearly bonus

**Language**:

- English (required)
- Hindi (preferred)

Work Location: In person