Customer Support Executive

Job Title: Customer Support Executive

Please apply only on https://forms.gle/rDG1QogGiG2M65sw5

Spiritual Sutra Pvt. Ltd. (brand: WeWake) is India’s premier online Vedic wisdom consultancy, empowering clients globally with astrology consultations, courses, and community Poojas.

We’re seeking a Customer Support Executive to coordinate online consultations end-to-end, create and send client reports, and deliver outstanding service across WhatsApp, email, and phone.

The website is www.wewake.site, and soon to be converted to a full-stack new website

Key Responsibilities

• Coordinate online sessions: schedule/reschedule, share meeting links/instructions, send reminders, and ensure high show-up rates
• Provide frontline support across WhatsApp, email, and phone, resolving L1 issues and escalating complex cases with clear handoffs
• Create, format, and quality-check post-session client reports using company templates; dispatch within agreed TAT and track acknowledgements
• Maintain accurate records in the CRM/ticketing tool; log conversations, dispositions, and follow-ups; keep knowledge base and macros updated
• Perform basic tech troubleshooting (login, link access, audio/video) and guide customers through fixes
• Collect and summarize feedback (CSAT/NPS/comments) to improve scripts, FAQs, and processes; suggest continuous improvements
• Track and meet support SLAs for first response and resolution; share daily/weekly updates on queue health and key metrics

Required Qualifications & Experience

• 1–2 years of experience in a BPO/KPO environment (customer support, coordination, or similar)
• Pleasant personality with strong customer empathy, patience, and professional phone etiquette
• Excellent English speaking and writing skills; crisp, error-free communication
• Proficiency with Google Workspace, WhatsApp Business, basic CRM/ticketing systems (e.g., Freshdesk/Zendesk), and video platforms (Google Meet/Zoom)
• Attention to detail, reliable follow-through, and the ability to manage multiple conversations and deadlines
• Nice to have: experience preparing client reports, familiarity with SLAs/CSAT metrics, and ≥40 wpm typing speed

Please apply only on https://forms.gle/rDG1QogGiG2M65sw5

Compensation & Benefits

• Rs. 20,000 - 25,000 earning subject to 10% TDS deposited to your PAN account (claimed end of year)
• Professional development and growth opportunities within Operations/Customer Success
• Monday to Friday – 9:30am to 6:30pm. Weekends off. 15 days annual paid leave.
• This is a work from office job located in Andheri

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

Work Location: In person