Customer service representative

2 hours ago

Bengaluru, Karnataka, India MINDTEL GLOBAL Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Primary (standardized) job title:
Customer Support Representative

About The Opportunity
A fast-growing player in the cloud communications and customer experience (CX) SaaS sector serving business customers across India and beyond. We deliver contact-center and voice/email/chat support solutions that help enterprises engage customers efficiently. This on-site role is based in India and is ideal for customer-focused professionals who thrive in a metrics-driven support environment.

Role & Responsibilities

  • Handle inbound customer inquiries across phone, email, and chat—diagnose issues, provide timely resolutions, or escalate per SLA.
  • Log and update tickets accurately in the CRM; own cases end-to-end until resolution and communicate status to customers.
  • Troubleshoot product/service problems using step-by-step diagnostics and coordinate with technical, billing, or product teams as needed.
  • Achieve and maintain KPIs including First Contact Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction (CSAT).
  • Contribute to and maintain the knowledge base and standard operating procedures to drive consistency and reduce repeat issues.
  • Support on-site shift schedules, participate in training, and mentor new team members to uphold service quality.

Skills & Qualifications
Must-Have

  • 1–3 years in customer service/support roles with phone and written support experience.
  • Excellent verbal and written English; proficiency in Hindi or another regional language is a plus.
  • Hands-on experience with CRM/ticketing systems (e.g., Zendesk, Freshdesk, Salesforce) and basic MS Office/Google Workspace skills.
  • Strong problem-solving ability, empathy, attention to detail, and comfort working on-site in shifts.

Preferred

  • Experience in SaaS, telecom, contact-center or cloud telephony environments.
  • Basic technical familiarity with VoIP/SIP or cloud communications platforms and the ability to follow technical troubleshooting steps.

Benefits & Culture Highlights

  • Competitive salary package, health benefits, and performance-based incentives.
  • Collaborative on-site culture with structured training, regular feedback, and clear career progression paths.
  • Recognition programs and opportunities to cross-train into technical or supervisory roles.

This role is optimized for candidates who are customer-obsessed, KPI-driven, and ready to contribute on-site. If you have solid CRM experience, strong communication skills, and a drive to improve customer outcomes, we want to hear from you.

Skills: customer service,communications,customer,crm,chat

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