Pre Sales - Associate

About the Role: To ensure timely and accurate resolution of customer inquiries received through inbound channels, deliver an exceptional support experience, maintain high service quality, and contribute to customer satisfaction and overall operational efficiency.
Key Responsibilities Manage and respond to all inbound customer calls, Whats App messages, emails, Live Chat interactions, and queries in a professional and timely manner. Understand customer needs and provide accurate information, troubleshooting, and solutions. Record and update all customer interactions, issues, and resolutions in the CRM systeM Coordinate with internal departments such as Sales, Supply Chain, and Operations for quick issue resolution. Follow defined support processes, SLAs, and quality guidelines. Escalate complex issues to the Support Manager when required. Maintain high levels of customer satisfaction through active listening and empathetic communication. Ensure all communication reflects the companys values and service standards. Prepare periodic reports on support cases, query categories, and resolution status Performance Outcomes Response Time: All inbound queries responded within defined SLAs. Resolution Rate: High first-contact resolution for support queries. Customer Satisfaction: Achieve targeted CSAT scores. Process Compliance: 100% adherence to CRM documentation and support procedures. Quality Assurance: Maintain expected communication and service quality standards Requirements Graduate in any discipline. 1 years of experience in inbound tele calling, inside sales, customer support or B2B enquiry handling Familiarity with CRM tools (experience in Zoho is a plus). Fluent in English and Hindi; additional languages are an advantage. Tech-savvy with the ability to learn tools quickly. Technical & Functional Skills Strong verbal and written communication skills. Proficiency in CRM tools (Zoho CRM preferred). Ability to understand basic product/service information to guide customers correctly. Data entry accuracy and attention to detail. Behavioral Competencies Customer-first attitude with empathy and patience. Problem-solving and active listening skills. Ability to stay calm under pressure. Accountabilityownership of customer issues until closure. Team collaboration and willingness to support colleagues Benefits Flexible leave Policy WFH and Out of Office opportunities based on requirements and conditions Performance Recognition Dynamic Career Growth Statutory benefits as per industry standards","