Customer Support Associate

Customer Support Executive (Evening Shift) (06:00PM to 02:00AM)

Position Overview

• Job Title: Customer Support Executive / Associate
• Company: Evolvance Marketing & IT LLP / Hawk Eye Media LLC
• Department: Customer Experience & Client Operations
• Employment Type: Full-Time
• Location: On-site

1. Key Responsibilities

• Client Communication: Manage inbound and outbound client queries via phone, email, live chat, and social media channels professionally.
• Ticket Management: Log, track, and resolve daily customer complaints and support tickets using CRM and helpdesk tools .
• Service Knowledge: Develop a deep understanding of the company's IT services, marketing campaigns, and digital products to deliver accurate technical and operational guidance.
• Issue Escalation: Identify and escalate complex technical issues or critical client concerns to the internal Development or Operations teams in a timely manner.
• Feedback Collection: Gather customer feedback, track satisfaction metrics (CSAT/NPS), and report trends to improve overall service quality.

2. Required Candidate Qualifications & SkillsCore Technical & Soft Skills:

• Communication Skills: Excellent verbal and written communication in both English and Hindi.
• Customer-Centric Mindset: Strong problem-solving abilities, patience, active listening, and conflict-resolution skills.
• Computer & Tech Proficiency: Hands-on experience with MS Office / Google Workspace (Sheets, Docs), fast typing speed (30+ WPM), and professional email etiquette.
• Helpdesk Knowledge: Familiarity with ticketing systems, live chat software, and basic CRM tools.

Eligibility & Experience:

• Education: Bachelor's Degree in any discipline.
• Experience: 0–2 years of experience in Customer Support, Helpdesk, Telecalling, or Client Relations (Freshers with exceptional communication skills are welcome).

3. Organizational Compliance Requirements

• Attendance & Punctuality: Strict adherence to office hours and shift schedules (subject to company late-in and attendance policies).
• Data Privacy: Mandatory signing of Non-Disclosure Agreements (NDA) to protect client data and intellectual property.
• Background Check: Final employment confirmation is subject to mandatory Police Verification Clearance and document submission within 7 days of joining.

Pay: From ₹12,000.00 per month

Work Location: In person