Customer Support Executive (CSE)

Brick&Bolt is a managed marketplace providing construction services. We are category creators and front-runners in this space. We are solving one of the most complex business problems and creating an ecosystem of trust for the stakeholders- Customers, Construction professionals, and Material vendors. Construction has been a highly unorganized and severely tech-deficit industry globally. We are not just trying to organize but disrupt the industry completely using technology and processes - creating the playbook for the industry.

● Indian real estate is earmarked to be a $650 billion market in 2025 and a $1 trillion worth sector in 2030. With 85%+ construction still unorganized in India, Brick&Bolt is on a path to capture this massive and fragmented market using our technology and processes.

● We have presence in more than 12 cities. In Jan 2023, we raised Series A2 funding of $10 million from Accel and Celesta Capital, taking our cumulative fund raise to $16 million. Earlier Sequoia Surge, Fundamental, HDFC Capital Advisors Limited and Stride Ventures have invested in Brick&Bolt.

Designation: Associate / Senior Associate - Customer Escalations

About the Role

We are looking for an experienced Customer Escalations Associate / Senior Associate to join our support team, ensuring effective resolution of tickets and feedback / VOC collection. The ideal candidate will have excellent communication skills, an obsession for customer satisfaction, and proven experience in resolving L3 / CEO escalations across Voice and Email.

Responsibilities:

●Timely and effective resolution of customer queries, complaints, and escalations.

●Key performance indicators (KPIs) include customer satisfaction (C-SAT), first response time (FRT), resolution time (Q2R).

●Full ownership of the assigned cases and not rest until the issue has been resolved to customer’s satisfaction.

●Collaborate with dependency teams (both internal and external) and confidently interact with management / leadership.

●Write detailed reports (with executive summary) on escalations / customer feedback to leadership / management.

●Adhere to the SOPs and compliance requirements, exercising sound judgment to navigate obstacles independently.

●Act as a voice of the customer and provide insightful feedback to internal teams on improvements areas.

Ideal Candidate:

●Champion of customer-centricity and empathy, demonstrating unwavering drive for resolving customer issues.

●2+ years of experience in customer support at a leading B2C organization.

●1+ years of experience in L3 / CEO / Social Media escalations role.

●Excellent communication skills with fluency in English, Hindi and Kannada (fluency in Tamil or Telugu is a bonus).

●Bachelor’s degree in any field.

●Working knowledge of MS Excel / Google Sheets preferred.

●Hands-on experience with ticketing tools (e.g., Freshdesk).

●Proven track record of containing and resolving highly complex escalations .

Job Type: Full-time

Pay: ₹25,000.00 - ₹40,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Life insurance
• Provident Fund

Work Location: In person

Speak with the employer
+91 9036872945