Customer Support Associate_Semi Voice

About FloBiz:

Built by the same team that set up Koinex (Indias first & largest crypto exchange) in 2017, FloBiz is a neobank for SMBs designed to accelerate their growth and aims to offer a suite of digital products, utility tools and curated services to the rapidly growing & evolving small business sector in India. FloBiz is backed by Peak XV Partners (formerly Sequoia Capital), Elevation Capital (formerly SAIF Partners), Greenoaks Capital, Beenext, Think Investments and a set of marquee angels.

About myBillBook:

myBillBook is Indias leading GST billing & accounting software available for both mobile & desktop platforms. It offers full capabilities of a miniature accounting system comprising invoicing, inventory maintenance, AR/AP management and business reporting, along with a horde of value add features like CRM, Staff Attendance & Payroll Management, SMS & WhatsApp Marketing etc. myBillBook has been designed from the business owner’s point of view and supports usage across multiple companies, users, devices and platforms with stateof-the-art data security & synchronization technologies for business onthe-go.Job Summary: We are looking for a proactive and customer-focused Inbound Process Executive to handle Voice-based callback requests. In this role, you will be responsible for reaching out to users who have raised queries via call and requested a callback. Your goal is to assist them effectively over the phone, resolve their concerns, and ensure a smooth and satisfying.

Job Summary:

We are looking for a proactive and empathetic Customer Support Associate (L1) to manage live chat interactions with our customers. You will be the first point of contact for users, helping to resolve issues, answer product-related questions, and provide an exceptional support experience. This is a semi-voice role, where you are required to make or receive customer calls in addition to handling chat-based support.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via live chat.
• Handle inbound/outbound voice calls as part of semi-voice support.
• Understand and resolve customer issues within defined SLAs.
• Document interactions and resolutions accurately in the CRM/system.
• Escalate complex issues to L2 or relevant internal teams.
• Follow standard operating procedures (SOPs) and maintain process compliance.
• Provide product and service-related information clearly and concisely.
• Identify and report common customer feedback or recurring issues.
• Maintain a high level of customer satisfaction (CSAT) and quality scores.
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams 

Requirements

• 0–2 years of experience in customer support or a similar role.
• Excellent written communication skills in English and Hindi. Able to write in Hinglish.
• Spoken communication skills for handling voice calls (semi-voice support).
• Language Preferred: English, Hindi, Malayalam, Telugu
• Ability to multitask and stay organized in a fast-paced environment.
• Good problem-solving skills and attention to detail.
• Comfortable working with support tools, CRMs, and chat platforms.
• Willingness to work in shifts, including holidays.
• Patience when handling tough cases
• Typing speed of 38 to 40 WPM with 90% and above accuracy
• Should be a graduate

Location