Customer Support Executive Female only Day ShiftThane (25-30K)

Required Skills:

Key Result Areas (KRAs) & Responsibilities 1. Customer Interaction & Call Handling Handle inbound and outbound customer calls professionally courteously and empathetically. Understand customer concerns clearly and provide accurate information or solutions. Maintain a positive customer experience at all times. 2. Service Request Logging & Accuracy Register customer complaints and service requests accurately in the breakdown tracker. Handle requests received through Portal IVR calls direct customer calls emails internal teams and WhatsApp/chatbot. Ensure completeness and correctness of data to avoid service delays. 3. Customer Communication & Updates Provide timely and clear updates to customers through calls email WhatsApp or SMS. Ensure customer updates are shared within 30 minutes of receiving the request. Manage customer expectations regarding resolution timelines. 4. Technical Support (First-Level) Provide first-level troubleshooting and basic technical support to customers. Resolve issues remotely wherever possible before dispatching field technicians. 5. Escalation & Coordination Escalate unresolved or complex cases to concern Representative/Teams/Departments as per defined escalation matrix. Coordinate with internal teams to ensure timely resolution of customer issues. 6. Customer Feedback & Closure Collect customer feedback after service completion. Ensure proper loop closure and confirmation of customer satisfaction. 7. Schedule Adherence & Productivity Adhere strictly to assigned rosters shifts and schedules. Maintain discipline and meet daily productivity and performance targets. 8. Quality & Continuous Improvement Maintain quality standards in communication documentation and processes. Follow standard operating procedures (SOPs) and contribute to continuous improvement initiatives. Qualifications & Experience Graduate / Diploma in any discipline Minimum 3- 5 years of experience in customer service BPO service desk or technical support roles Experience in handling customer complaints and service coordination is preferred Work Conditions Shift-based role (Day shift only ) Office based on Weekdays WFH on Weekends / National and Public Holidays.

Required Education:

Any graduate