Customer Support

2 weeks ago


Noida Uttar Pradesh, India Duronto Technologies Pvt Ltd Full time

**Job Summary**:
We are looking for a skilled and empathetic professional to handle customer complaints and ensure timely resolution. The role involves investigating issues, coordinating with internal teams, and delivering solutions that enhance customer satisfaction and loyalty.

**Key Responsibilities**:

- Serve as the primary point of contact for escalated customer complaints.
- Listen actively to customers, understand their concerns, and provide clear, professional communication.
- Investigate the root cause of complaints by collaborating with relevant departments (sales, operations, technical, etc.).
- Develop and implement effective solutions to resolve customer issues promptly.
- Maintain detailed records of complaints, resolutions, and follow-ups in CRM/ticketing systems.
- Escalate complex cases to senior management while ensuring customers are updated throughout the process.
- Analyze recurring complaints to identify trends and recommend process improvements.
- Ensure complaint handling complies with company policies, legal requirements, and service level agreements (SLAs).
- Provide feedback to product and service teams to prevent future complaints.

**Requirements & Qualifications**:

- Proven experience in complaint handling, customer service, or dispute resolution.
- Strong problem-solving, negotiation, and conflict-resolution skills.
- Excellent verbal and written communication skills.
- Ability to remain calm and empathetic under pressure.
- Experience with CRM/helpdesk/ticketing software.
- Attention to detail and ability to manage multiple cases simultaneously.

**Key Skills**:

- Conflict resolution
- Active listening & empathy
- Analytical thinking
- Customer relationship management
- Professional communication
- Patience & resilience

Pay: ₹15,000.00 - ₹25,000.00 per month

Work Location: In person



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