Customer Service Executive

Job Description

LOCAL CANDIDATE OF GOA PREFERRED Responsibilities: Customer Assistance & Issue Resolution o Handle incoming calls, messages, and emails from customers regarding internet connectivity, service disruptions, billing queries, and general inquiries. o Provide prompt and accurate troubleshooting steps for internet and network-related issues. o Escalate complex technical problems to the appropriate technical support or field teams when necessary. Service Requests & Coordination o Log service requests and complaints accurately in the CRM system or service desk software. o Coordinate with field technicians and network teams to ensure timely resolution and follow-ups. o Track open tickets and ensure updates are provided to customers until closure. Customer Relationship Management o Maintain a professional and courteous tone while interacting with customers. o Ensure high levels of customer satisfaction by providing quick, reliable, and helpful support. o Build rapport with customers to promote trust and long-term loyalty. Billing & Account Support o Assist customers with queries related to payments, plan upgrades, renewals, and account details. o Guide customers through online payment portals or manual payment options. o Update customer records and service plans as required. Feedback & Reporting o Record feedback and suggestions from customers to help improve products and services. o Generate daily/weekly reports on common issues, ticket resolution time, and customer satisfaction. o Share insights with supervisors to enhance support quality and team performance. Required Skills & Qualifications: Experience in a customer support or helpdesk role (ISP/telecom experience preferred). Excellent verbal and written communication skills in English, Konkani, and Hindi. Basic knowledge of internet services, routers, and LAN/Wi-Fi troubleshooting. Familiarity with ticketing systems, CRMs, or support software tools. Patience, empathy, and a customer-first attitude. Willingness to work in shifts, weekends, or holidays if required. Job Types: Full-time, Permanent Pay: ₹192,000.00 - ₹360,000.00 per year Benefits: Provident Fund Schedule: Day shift Morning shift Supplemental Pay: Performance bonus Yearly bonus Language: English (Required) Hindi (Preferred) Work Location: In person