Customer Support Associate

2 days ago

Mumbai, Maharashtra, India Pilgrim Full time ₹ 3,48,000 per year

The Customer Support Associate is responsible for providing exceptional customer service by addressing customer inquiries, resolving issues and ensuring customer satisfaction. This role involves effective communication, problem-solving, and maintaining a positive customer experience. The Customer Support Associate works closely with the customer support team to meet service level agreements and uphold the company's reputation for excellent customer support.

Key Responsibilities:

Customer Assistance :

  • Respond promptly to customer inquiries via various channels such as phone, email, live chat, or social media.
  • Provide accurate and detailed information about products, services, policies, and procedures.
  • Assist customers in troubleshooting and resolving customer's issues with products or services.
  • Ensure customer requests, concerns, and complaints are handled professionally and promptly.
  • Follow up with customers to ensure their issues have been resolved to their satisfaction.

Problem Resolution :

  • Identify customer needs and determine the best course of action to resolveissues effectively.
  • Investigate and escalate complex customer issues to the appropriate internalteams for further assistance.
  • Collaborate with other departments to resolve customer complaints orcoordinate special requests.
  • Keep accurate records of customer interactions, transactions, comments, and complaints on the ticketing tool.

Customer Satisfaction :

  • Maintain a high level of professionalism, empathy, and patience whileinteracting with customers.
  • Strive to exceed customer expectations and deliver personalised service toenhance customer loyalty.
  • Continuously evaluate and improve the customer experience by providingfeedback on processes, policies, and product improvements.
  • Seek opportunities to upsell or cross-sell products or services based oncustomer needs and preferences.

Communication and Teamwork :

  • Collaborate with team members and share knowledge to ensure consistentand accurate customer support.
  • Communicate effectively with other departments to relay customer feedback,trends, and insights.
  • Participate in team meetings and training sessions to stay updated on product knowledge and customer service skills.
  • Contribute to a positive team environment by fostering open communication, mutual respect, and cooperation.

Documentation and Reporting :

  • Maintain accurate and detailed records of customer interactions, inquiries, and resolutions in the customer support system.

Requirements :

  • High school diploma or equivalent; associate or bachelor's degree is a plus.
  • Proven customer support experience or relevant customer service role.
  • Excellent verbal and written communication skills..
  • Strong problem-solving and decision-making abilities.
  • Empathetic and patient demeanour when dealing with customer issues or complaints.
  • Ability to handle a high volume of customer inquiries in a fast-paced environment.
  • Proficiency in using customer support software, ticketing systems, and CRM tools.
  • Ability to work independently as well as collaboratively within a team.
  • Flexibility to work in shifts and adapt to changing schedules as required...

Job Type: Full-time

Pay: ₹25, ₹29,000.00 per month

Application Question(s):

  • What is your current CTC?
  • Will you be comfortable travelling to Marol Naka, six days a week, for work?
  • Would you be okay with rotational week-offs?
  • What is your expected CTC?
  • Would you be comfortable joining us on the 13th October 2025?

Work Location: In person

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