Customer Service Executive

VORTEX NETSOL PVT. LTD

JOB DESCRIPTION

Position Title : Customer Support Executive

Department : Customer Care

Company Name : Vortex Netsol Pvt. Ltd.

Location : Mumbai

Report to : R/A

Vortex Netsol Pvt. Ltd. is one of the leading Fiber Broadband Internet Service Providers in Western India. We belong to the VORTEX group of companies whose interests and services include Fiber Broadband, ILL, FTTX, Multi-Play Services, Cable TV and allied Information, Communication and Entertainment Technology Sector Services & Solutions.

We have Class B ISP licenses for Mumbai, Thane, Navi Mumbai, Rest of Maharashtra, Goa and Gujarat along with a Pan India MSO license, providing services to our ever-increasing base of happy and satisfied customers. We are an upwardly mobile, growing organization with an ambitious plan for Pan India Expansion and are at the dawn of a new era of online technology services.

Company Info:

Website: www.vortexnetsol.com

Address:101, Corporate Arena, Off Piramal Cross Road, Near Aarey Road Subway West, Goregaon (W), MUMBAI - 400104 Maharashtra, India

* Job Responsibilities

• Handle complex customer inquiries, escalated contacts, and sensitive account situations requiring experienced judgment and thorough knowledge of products and policies
• Manage a portfolio of assigned accounts or high-priority customers with responsibility for relationship continuity and satisfaction
• Investigate and resolve billing disputes, service complaints, and account discrepancies through full case research and cross-departmental coordination
• Conduct outbound contacts with customers on pending cases, account reviews, or relationship check-ins as part of ongoing account management
• Process account changes, service modifications, and exception requests with accuracy and within defined authorization limits
• Document all customer interactions thoroughly in CRM — full case history, commitments made, and resolution details
• Communicate company policy and product information accurately and clearly, including in situations where the answer is unfavorable to the customer
• Mentor and assist less experienced team members with complex case handling and product knowledge questions
• Identify trends in customer inquiries or escalated cases and report patterns to management with supporting data
• Participate in product training, process updates, and quality calibration sessions to maintain current knowledge

* Candidate Profile

Qualification & Experience:

· Graduate/UG

· 3-4yrs in similar Industry.

Skills :

· Excellent communication skills.

· Positive, confident and determined approach.

· Basic computer knowledge

Pay: ₹18,000.00 - ₹22,000.00 per month

Benefits:

• Flexible schedule

Work Location: In person