Customer Support Executive

Summary

Join apna, India’s largest professional networking and jobs platform, as a Customer Support Executive. You will provide exceptional customer service and support to clients through calls, emails, and chats. The role requires a background in chat/call processes and excellent communication skills in English and Hindi. Responsibilities include handling inquiries, resolving issues, collaborating with internal teams, and utilizing digital tools. You will need 2-4 years of relevant experience, a graduation degree, and proficiency in English and Hindi. A stable work environment with reliable internet and a dedicated workspace is essential. The role involves rotational shifts, including weekends and extended hours.

Requirements

• 2 to 4 years of relevant work experience in customer support or related fields
• Graduation is mandatory, with a preference for candidates with experience in recruitment, BPO/KPO, Customer Success, Call center, or SaaS-related fields
• Proficiency in both English and Hindi, with a minimum typing speed of 30 words per minute
• Stable work environment with a reliable Wi-Fi connection (minimum speed of 30 Mbps) and a dedicated work-from-home setup
• Availability and flexibility to work in a rotational shift schedule, including weekends and extended hours
• Comfort and familiarity with digital tools such as Excel, CRM, ticketing systems, chat software, Zoom, Google Meet, and Calendly
• Ability to work in a front-line role handling customer queries for a minimum of 2 years
• Willingness to commit to the current role for a minimum duration and availability to start within a month
• Should be flexible and should be able to adapt to change
• Typing speed of 30 wpm, Fluent in English, and Hindi

Responsibilities

• Handle customer inquiries and provide prompt and accurate responses via calls, emails, and chats
• Maintain a high level of professionalism and empathy while addressing customer concerns and resolving issues
• Adhere to a rostered schedule with two rotational weeks off and be willing to work with a camera throughout the day
• Collaborate with internal teams to escalate and resolve customer issues efficiently
• Utilize digital tools and chat software effectively to communicate with customers and track interactions
• Analyze customer problems and propose appropriate solutions, demonstrating a proactive approach to customer service
• Ensuring timely resolution and customer satisfaction
• Demonstrated ability to work effectively in a team environment and handle escalations