Customer Support Executive/ Operation Executive

Job Description: Customer Service & Upsell Agent

Location: Gurugram (Work from Office)

Company: IT / SaaS (Logistics ERP

Shift: Day Shift (9:00 AM 6:00 PM)

Working Days: Monday to Friday

Experience: 1 to 6 Year (Freshers can apply)

Role Overview

We are looking for enthusiastic and customer-focused individuals for the role of Customer Service & Upsell Agent. The candidate will be responsible for handling customer interactions, resolving queries, and identifying opportunities to upsell additional features, services, or product upgrades through effective communication and consultative selling.

Key Responsibilities

Customer Service Role

• Handle inbound & outbound customer calls professionally

• Resolve customer queries related to product, services, and application usage

• Ensure high levels of customer satisfaction and quick resolution

• Maintain proper follow-ups and documentation in CRM/tools

• Build strong relationships with existing clients

Upsell Role

• Identify upselling opportunities from existing customer base

• Convince clients to book demos for additional modules/features

• Explain product benefits clearly to convert interest into demo bookings

• Coordinate with Sales/Demo team for successful conversion

• Achieve monthly upsell/demo targets

Required Skills & Competencies

• Good communication skills in Hindi & English (Regional language is a plus)

• Strong convincing and negotiation skills (especially over calls)

- Customer-centric approach with problem-solving mindset

• Basic understanding of AI tools (e.g., ChatGPT, CRM automation tools, etc.)

• Ability to handle objections and convert leads into opportunities

• Well-presented, confident, and proactive communicator

Eligibility Criteria

• Graduate in any discipline (preferred B. Tech(Computer Science)).

• 01 year experience in Customer Support / Telecalling / Sales / BPO / SaaS

• Freshers with good communication skills are welcome

Preferred Candidate Profile

• Experience in IT / SaaS / ERP / Logistics industry is a plus

• Comfortable working in a fast-paced environment

• Target-driven mindset for upselling role

• Basic computer knowledge (MS Excel, CRM tools, calling tools)

What We Offer

• Opportunity to work in a growing SaaS/IT company

• Learning exposure in AI tools & modern customer engagement platforms

• Career growth in Customer Success / Sales

JD - Operation Executive

Job Title: Operations Executive
Location: Gurugram, Haryana, India
Company: eFleet Systems Pvt Ltd

Job Summary

Operations Department - Fresher Role RequirementsJob DescriptionPrimary ResponsibilitiesOperations Executives (Freshers) are responsible for:• Daily Operations Coordination: Assist in planning and coordinating workflow activities to ensure smooth day-to-day business operations.• Workflow Monitoring: Monitor and manage process efficiency, identify bottlenecks, and report metrics to senior management.• Process Compliance: Ensure adherence to operational policies, standard operating procedures (SOPs), and company guidelines.• Data Management: Compile operational data, generate reports using Excel/Google Sheets, and analyze performance metrics for continuous improvement.• Cross-Functional Support: Collaborate across product, engineering, sales, and support teams to resolve operational issues and optimize workflows.• Ticketing & Issue Management: Log and track incidents/tickets in tools like Jira, ServiceNow, or Zendesk; monitor SLAs and resolution times.• Process Documentation: Create and update SOPs, process flows, and operational manuals for team reference.• Project Support: Contribute to product rollouts, system migrations, and ad-hoc operational projects.Essential Qualities RequiredTechnical SkillsSkill Importance DetailsMS OfficeProficiency High Excel (formulas, pivots), Word, Outlook for reports and communicationData Analysis High Ability to analyze metrics, create dashboards, and identify trendsTicketing Tools Preferable Experience with Jira, Zendesk, ServiceNow, or similar platformsBasic ITKnowledge Medium OS basics (Windows/Linux), networking fundamentals, troubleshootingGoogleWorkspace Medium Google Sheets, Docs, and Sheets for collaborative workSoft Skills• Communication Skills: Clear written and verbal communication for team coordination, client updates, and documentation• Organizational Ability: Strong multitasking, time management, and prioritization of competing tasks• Problem-Solving: Analytical thinking and logical approach to identify root causes and resolve issues• Attention to Detail: Accuracy in data entry, process adherence, and documentation• Team Collaboration: Proactive teamwork, willingness to help colleagues, and cross-functional cooperation• Positive Attitude: Eagerness to learn, adaptability, and professional approach to challenges• Customer Focus: Empathy, patience, and commitment to resolving user concerns effectively• Reliability: Consistency, accountability, and ownership of assigned tasksOperations Mindset• Process Orientation: Understanding and respecting established workflows, escalation paths, and change management procedures.• SLA Awareness: Commitment to meeting service level agreements and closure targets.• Compliance Consciousness: Adhering to security policies, data protection rules, and operational standards.• Continuous Improvement: Identifying inefficiencies and suggesting process enhancements.• Documentation Discipline: Maintaining accurate records, update logs, and maintaining audit trails.Educational RequirementsRequirement DetailsDegree Bachelor's in Business Administration, Operations Management, Computer Science, IT, or related fieldExperience(Optional) 0-1 years; internships in operations, ecommerce, or BPO roles count toward experienceLanguage Fluent English (written and spoken) for team communication and client interactionKey Performance Indicators (KPIs) for SuccessFreshers in operations roles should focus on:• Ticket Resolution Rate: Closing tickets within agreed SLAs• Data Accuracy: Error-free reporting and minimal rework• Response Time: Timely updates and quick escalations• Process Adherence: Following SOPs without cutting corners• Learning Velocity: Quickly mastering new tools and processes• Team Feedback: Building positive relationships and team satisfaction

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also share me your updated resume on neesha.shetty@efleetsystems,com