Customer Support Associate

**Key Responsibilities**:

- **Customer Interaction**:

- Handle customer inquiries with a focus on resolving issues quickly, effectively, and professionally.
- Provide detailed and accurate product/service information to customers.
- **Issue Resolution**:

- Troubleshoot customer problems, identify their needs, and offer appropriate solutions.
- Collaborate with internal teams (e.g., technical support, billing) to resolve complex customer issues.
- Follow up on outstanding cases to ensure complete customer satisfaction and issue resolution.
- **Documentation**:

- Maintain accurate and up-to-date records of customer interactions, including inquiries, complaints, and feedback.
- Document troubleshooting steps and solutions in the system for future reference.
- **Customer Advocacy**:

- Act as the voice of the customer and communicate customer feedback and concerns to relevant teams.
- Suggest improvements to customer support processes, products, and services based on customer feedback.
- **Quality & Performance**:

- Meet or exceed individual and team performance targets, including call handling time, first call resolution, and customer satisfaction metrics.
- Stay current on product updates, procedures, and support systems to provide accurate information to customers.
- **Additional Responsibilities**:

- Participate in training and development programs to enhance product knowledge and customer service skills.
- Assist in identifying trends in customer feedback to help improve overall service quality.

**Qualifications**:

- **Experience**:

- Prior experience in customer support or a related field is preferred (1-2 years).
- Experience handling inbound calls or using customer support software (e.g., Zendesk, Freshdesk) is a plus.
- **Skills**:

- Excellent verbal and written communication skills.
- Strong problem-solving and critical thinking abilities.
- Ability to work under pressure and handle high call volumes.
- Empathy and patience when dealing with customer concerns.
- Proficient in using computer systems, Microsoft Office Suite, and customer support software.
- **Education**:

- High school diploma or equivalent required; Associate’s or Bachelor’s degree is a plus.

**Core Competencies**:

- Customer-Centric Attitude: Always putting the customer first, maintaining a friendly and helpful tone.
- Communication Skills: Clear and concise communication, both written and verbal.
- Problem-Solving: Ability to analyze issues and provide quick, effective solutions.
- Adaptability: Ability to adjust to changes in process, technology, and customer expectations.
- Time Management: Efficiently handling multiple customer requests simultaneously without sacrificing service quality.

**We are committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or age.**

Pay: ₹15,000.00 - ₹30,000.00 per month

Schedule:

- Day shift
- Morning shift
- Night shift
- Rotational shift

Supplemental Pay:

- Overtime pay
- Performance bonus
- Quarterly bonus
- Shift allowance
- Yearly bonus

Ability to commute/relocate:

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

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- English (preferred)

Work Location: In person