Customer Care Representative

8 hours ago

Bengaluru, Karnataka, India MINDTEL GLOBAL Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Customer Support Representative (Primary title: Customer Support Representative) — On-site, India

About The Opportunity
A fast-growing player in the Cloud Contact Center & Customer Experience Services sector, we deliver high-quality voice and digital support to enterprise and SMB customers. This on-site role in India focuses on delivering exceptional customer experience across inbound channels, maintaining SLAs, and driving first-contact resolution for product and service inquiries.

Role & Responsibilities

  • Handle inbound customer interactions (voice and chat) professionally—identify needs, troubleshoot issues, and provide clear resolutions within SLA.
  • Log and update customer records in the CRM/ticketing system accurately; close tickets or escalate per defined workflows.
  • Own first-contact resolution by collaborating with technical teams and following up until customers are satisfied.
  • Meet individual KPIs (AHT, FCR, CSAT) and contribute to team performance targets through consistent quality execution.
  • Document recurring issues and provide feedback to product/support teams to reduce repeat incidents and improve processes.
  • Participate in shift handovers, training sessions, and process-improvement initiatives to support operational excellence.

Skills & Qualifications
Must-Have

  • High school diploma or equivalent; 1+ years experience in customer support, call center, or frontline service role preferred.
  • Excellent verbal and written English with strong active-listening and clear communication skills.
  • Hands-on experience with CRM/ticketing systems (Zendesk, Freshdesk, or similar) and basic MS Office skills.
  • Proven ability to troubleshoot customer issues, follow escalation protocols, and maintain SLA adherence.
  • Customer-first attitude, patience, empathy, and ability to work under pressure in a fast-paced on-site environment.

Preferred

  • Experience with cloud telephony/IVR platforms and inbound call routing; bilingual skills (Hindi/Regional language) are an advantage.
  • Prior BPO or SaaS support experience and familiarity with KPI-driven environments (AHT, FCR, CSAT).

Benefits & Culture Highlights

  • Structured training, clear career progression, and frequent upskilling opportunities for high performers.
  • Collaborative, metrics-driven culture with recognition programs and team-based incentives.
  • Competitive on-site compensation, statutory benefits, and shift allowances where applicable.

Location & Work Type:
On-site in India. Immediate joiners and candidates available for on-site schedules preferred.

To apply: submit your resume highlighting customer-support experience, CRM familiarity, and shift flexibility. We seek reliable, service-oriented professionals who thrive in fast-paced contact center environments and consistently deliver excellent customer outcomes.

Skills: customer support,customer,crm,csat,customer experience,skills,clear

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