Customer Support Executive

Job Title: Customer Support Executive Voice & Chat (Vending Machine Operations)

Department: Customer Support / Operations
Location: Yelchenahalli, JP Nagar, Bangalore
Experience: 6 Months to 1 Years (Relevant experience in customer support preferred)

Job Summary:

We are looking for a Customer Support Executive to handle voice and chat support for vending machine operations. The role involves assisting customers with issues related to vending transactions, product availability, refunds, and machine-related concerns, ensuring a seamless customer experience.

Key Responsibilities:

1. Customer Interaction (Voice & Chat):

• Handle inbound and outbound calls, chats, and emails related to vending machine usage.
• Provide prompt and accurate resolutions to customer queries and complaints.
• Maintain professional communication and ensure high customer satisfaction.

2. Vending Machine Issue Resolution:

• Assist customers facing issues during vending transactions (e.g., product not dispensed, wrong item received).
• Handle cases where incorrect location is selected during vending.
• Guide users on proper usage of vending machines and digital payment systems.
• Inform customers in case of Non vended within timeline of 15 mins

3. Refund Processing:

• Verify and process refunds for eligible failed or incorrect transactions.
• Ensure proper validation before initiating refunds.
• Maintain records of refund cases and follow company policies strictly.

4. Call Verification & Quality Checks:

• Perform verification calls before closing customer complaints.
• Ensure authenticity and accuracy of reported issues.
• Adhere to internal SOPs for resolution and closure.

5. Stock & Product Issue Handling:

• Manage complaints related to:
• Expired products
• Out-of-stock items
• Incorrect product dispensing
• Coordinate with operations/field teams for timely replenishment and corrective action.

6. Coordination & Escalation:

• Work closely with operations and maintenance teams for issue resolution.
• Escalate unresolved or critical issues to higher authorities as per process.

7. Documentation & Reporting:

• Maintain accurate records of customer interactions in CRM systems.
• Track recurring issues and share feedback for process improvement.

Required Skills:

• Good verbal and written communication skills.
• Basic computer knowledge and CRM handling.
• Problem-solving and customer-centric approach.
• Ability to handle high call/chat volumes.
• Attention to detail and accuracy in verification processes.

Preferred Skills:

• Experience in customer support (BPO / E-commerce / Field operations).
• Familiarity with digital payments and vending machine operations (added advantage).
• Candidate should be able to communicate in Kannada, Hindi ,English & any other regional language is an added advantage

Working Conditions:

• General shift (including weekends if required)
• Work from office
• 6 days a week