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This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Support Manager in India.
This role is focused on delivering high-quality customer support across multiple communication channels in a fast-paced, digital-first environment. You will be the first point of contact for users, ensuring timely, accurate, and empathetic resolution of queries through calls, emails, and chat. The position requires strong communication skills, attention to detail, and the ability to manage customer concerns with professionalism and efficiency. You will work closely with internal teams to escalate and resolve issues while maintaining a strong focus on customer satisfaction. The role operates in a structured rotational shift setup, requiring adaptability and consistency in performance. This is an opportunity to be part of a high-impact support function that directly influences user experience and service quality.
Accountabilities:
- Handle customer queries across calls, emails, and chat channels, ensuring prompt, accurate, and professional responses.
- Provide empathetic and solution-oriented support while maintaining high standards of customer experience and professionalism.
- Diagnose customer issues, propose appropriate solutions, and ensure timely resolution and follow-up where required.
- Collaborate with internal teams to escalate complex cases and ensure effective issue resolution.
- Use CRM systems, ticketing tools, and digital platforms to track interactions and manage customer cases efficiently.
- Maintain adherence to rotational shift schedules, including weekend coverage and extended working hours when required.
- Ensure consistent customer satisfaction by proactively identifying recurring issues and supporting process improvements.
- Work effectively in a team environment while managing escalations and high-priority customer concerns.
Requirements:
- 1–3 years of experience in customer support, call center, BPO/KPO, customer success, or related roles.
- Graduation is mandatory, preferably with exposure to customer-facing or service-oriented environments.
- Strong verbal and written communication skills in both English and Hindi, with a minimum typing speed of 30 WPM.
- Experience working with digital tools such as CRM systems, ticketing platforms, Excel, Zoom, Google Meet, or similar tools.
- Ability to work in rotational shifts (6-day work week, 9 AM–8 PM window) with flexibility and adaptability.
- Strong problem-solving skills, empathy, and ability to handle customer escalations effectively.
- Comfortable working in a remote setup with a reliable internet connection, power backup, and dedicated workspace.
- Commitment to stability in the role and ability to join within a short notice period.
Benefits:
- Fully remote work opportunity within India
- Structured rotational shift schedule with defined working hours
- Opportunity to work with a large-scale, high-growth digital platform environment
- Exposure to modern customer support tools and CRM systems
- Skill development in customer success, communication, and problem-solving
- Collaborative team environment with escalation and support frameworks in place
- Opportunity to build experience in a high-volume, fast-paced support function
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