Customer Support Specialist

Job Title:

Location:

Employment Type:

About the Role:

We are looking for a dedicated and customer-oriented Customer Support Representative to join our team in Mumbai. In this role, you will be the first point of contact for our customers, responsible for handling inquiries, resolving issues efficiently, and ensuring a positive customer experience. The ideal candidate is a problem-solver with excellent communication skills and a passion for helping people.

Roles and Responsibilities:

• Serve as the primary point of contact for customer inquiries via inbound calls.
• Identify customer needs and provide accurate information, solutions, or alternatives.
• Resolve customer issues promptly, aiming for first-call resolution.
• Maintain a professional, empathetic, and positive attitude in every customer interaction.
• Record and update customer interactions in the CRM system with high accuracy.
• Monitor and report customer feedback and recurring issues to management.
• Collaborate with internal teams to resolve complex issues and improve processes.
• Stay updated on product knowledge, company policies, and service procedures.
• Participate in training programs and contribute to the development of customer service policies.
• Meet individual performance metrics, including customer satisfaction scores and call handling time.

Key Requirements:

• High School Diploma required; Bachelor’s degree preferred.
• Proven experience in a customer service or call center role.
• Excellent communication skills in English and Hindi (both written and verbal); knowledge of additional local languages is a plus.
• Strong interpersonal and problem-solving skills with a customer-first mindset.
• Ability to multitask, prioritize tasks, and manage time effectively.
• Proficiency with customer service software, CRM systems, and MS Office applications.
• A team player with a proactive attitude and willingness to learn.

What We Offer:

• A dynamic and supportive work environment.
• Opportunities for career growth and skill development.
• Competitive compensation and performance-based incentives.