Customer Support Associate

A Customer Support Associate is the frontline representative of a company who addresses customer inquiries, resolves complaints, and provides product or service information through various communication channels such as phone, email, chat, or in-person. This role requires strong communication skills, empathy, problem-solving abilities, and a customer-first mindset to maintain positive customer relationships and contribute to customer loyalty.

1. Key Responsibilities

Serve as the first point of contact for customers via phone, email.

Respond professionally and empathetically to customer inquiries and concerns.

Accurately log and document customer interactions, issues, and resolutions in CRM or ticketing systems.

Resolve customer problems including troubleshooting orders, returns, refunds, and technical issues.

Escalate complex issues to senior staff or relevant departments when necessary.

Maintain up-to-date knowledge of company products, services, policies, and procedures.

Collaborate with other internal teams to ensure timely and satisfactory resolution.

Identify recurring customer issues and provide feedback for continuous process and product improvement.

Meet performance metrics such as first-call resolution, customer satisfaction scores (CSAT), and average handling time.

Adhere to data security, privacy guidelines, and company communication protocols.

2. Qualifications and Skills

Minimum education: Bachelor's degree preferred.

Previous customer service experience (0-3 years), preferably in a similar role.

Excellent verbal and written communication skills in English; knowledge of additional languages is a plus.

Strong interpersonal skills including patience, empathy, and active listening.

Problem-solving and critical thinking abilities to resolve issues efficiently and calmly.

Comfortable using CRM software, ticketing tools, and communication platforms.

Ability to multitask and manage time effectively under pressure.

Team player with the ability to work independently when required.

Job Types: Full-time, Permanent

Pay: ₹14,086.00 - ₹20,777.24 per month

Benefits:

• Cell phone reimbursement

Work Location: In person