Customer Support

2 weeks ago

Noida, Uttar Pradesh, India Duronto Technologies Pvt Ltd Full time ₹ 1,50,000 - ₹ 2,50,000 per year

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

Job Type: Full-time

Pay: ₹15, ₹25,000.00 per month

Work Location: In person

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