Customer Support Executive

Job Title: Customer Support Executive Location: Pune, Maharashtra (On-site / Hybrid) Job Type: Full-time Salary (CTC): Up to ₹27,000 per month (₹3.24 LPA CTC) Industry: BPO / KPO / Customer Experience / ITES

Job Overview

We are looking for an empathetic, articulate, and detail-oriented Customer Support Executive to join our customer experience team in Pune. In this role, you will act as the primary brand ambassador, resolving customer queries, managing complaints, and providing end-to-end solutions via voice, chat, or email channels.

Key Responsibilities

• Customer Interaction: Handle inbound/outbound calls, live chats, or emails to assist customers with product, service, or account-related inquiries.
• Issue Resolution: Diagnose root causes of customer issues, provide accurate step-by-step guidance, and follow up to ensure First Contact Resolution (FCR).
• CRM & Record Management: Accurately log interaction details, feedback, and support tickets using CRM software (e.g., Salesforce, Freshdesk, Zendesk).
• Escalation Handling: Escalate complex or unresolved queries to higher-level technical or management teams following standard operating procedures (SOPs).
• SLA & KPI Adherence: Consistently meet performance targets including Average Handling Time (AHT), Customer Satisfaction (CSAT), and quality audit scores.

Eligibility & Requirements

• Experience: Minimum 6 months of relevant experience in a Customer Service / BPO / Voice or Non-Voice profile.
• Education: Minimum Higher Secondary Education (10+2) or any Graduate degree.
• Communication Skills: Excellent verbal and written English communication skills, along with fluency in Hindi/Marathi.
• Technical Skills: Basic computer proficiency, fast typing speed (25–30 WPM), and familiarity with MS Office / CRM systems.
• Soft Skills: Active listening, problem-solving, empathy, patience, and the ability to work under pressure.

Work Environment & Shift Details

• Work Location: Pune office.
• Work Hours: Standard 9-hour shifts (including a 1-hour break) as per Indian Shops and Establishments Act guidelines.
• Shift Flexibility: Candidates should be comfortable with rotational shifts and 6-day work weeks, depending on process requirements.

Compensation & Benefits

• Gross CTC: Up to ₹27,000 per month (Includes Basic, HRA, Provident Fund, ESI/Medical Allowance, and Performance Incentives as applicable under statutory norms).
• Statutory benefits like EPF, ESI (or Group Medical Insurance), and Gratuity provided as per Indian Labour Laws.

Pay: ₹23,000.00 - ₹27,000.00 per month

Work Location: In person