Customer Support Executive

2 weeks ago

Koramangala Bengaluru Karnataka, India Brick&Bolt Full time

Brick&Bolt is a managed marketplace providing construction services. We are category creators and front-runners in this space. We are solving one of the most complex business problems and creating an ecosystem of trust for the stakeholders
- Customers, Construction professionals, and Material vendors. Construction has been a highly unorganized and severely tech-deficit industry globally. We are not just trying to organize but disrupt the industry completely using technology and processes - creating the playbook for the industry.
- Indian real estate is earmarked to be a $650 billion market in 2025 and a $1 trillion worth sector in 2030. With 85%+ construction still unorganized in India, Brick&Bolt is on a path to capture this massive and fragmented market using our technology and processes.
- We have presence in more than 12 cities. In Jan 2023, we raised Series A2 funding of $10 million from Accel and Celesta Capital, taking our cumulative fund raise to $16 million. Earlier Sequoia Surge, Fundamental, HDFC Capital Advisors Limited and Stride Ventures have invested in Brick&Bolt.

**Designation: Associate / Senior Associate - Customer Escalations**

**About the Role**

**Responsibilities**:

- Timely and effective resolution of customer queries, complaints, and escalations.
- Key performance indicators (KPIs) include customer satisfaction (C-SAT), first response time (FRT), resolution time (Q2R).
- Full ownership of the assigned cases and not rest until the issue has been resolved to customer’s satisfaction.
- Collaborate with dependency teams (both internal and external) and confidently interact with management / leadership.
- Write detailed reports (with executive summary) on escalations / customer feedback to leadership / management.
- Adhere to the SOPs and compliance requirements, exercising sound judgment to navigate obstacles independently.
- Act as a voice of the customer and provide insightful feedback to internal teams on improvements areas.
- Champion of customer-centricity and empathy, demonstrating unwavering drive for resolving customer issues.
- 2+ years of experience in customer support at a leading B2C organization.
- 1+ years of experience in L3 / CEO / Social Media escalations role.
- Excellent communication skills with fluency in English, Hindi and Kannada (fluency in Tamil or Telugu is a bonus).
- Bachelor’s degree in any field.
- Working knowledge of MS Excel / Google Sheets preferred.
- Hands-on experience with ticketing tools (e.g., Freshdesk).
- Proven track record of containing and resolving highly complex escalations.

Pay: ₹25,000.00 - ₹40,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Health insurance
- Life insurance
- Provident Fund

Work Location: In person

**Speak with the employer**
+91 9036872945

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