Job Description

Customer Support Across Channels: Provide outstanding support to clients, including C-level executives, through multiple communication channels such as email, chat, WhatsApp, and phone. Inquiry and Issue Resolution: Address and resolve inbound customer inquiries and technical issues with professionalism and efficiency, ensuring timely and accurate responses. Cross-functional Collaboration: Work closely with internal departments and external partners to deliver effective solutions and maintain customer satisfaction. Customer Feedback Management: Gather and analyze customer feedback, including bugs, feature requests, and process improvement suggestions, to contribute to product and service enhancements. Dissatisfaction Resolution: Engage with dissatisfied customers to identify root causes, take corrective actions, and implement strategies to improve overall customer sentiment. Data Analysis Reporting: Prepare and present weekly reports with key insights into customer interactions, identifying trends, areas for improvement, and opportunities for business growth. Specialised Focus Area: Take ownership of a specific domain, such as communication strategies, learning and development, or team training , to drive improvements within the team. Flexible Work Schedule: Work a five-day week , which may include weekends and public holidays on a rotational basis to ensure seamless customer support. Hybrid working environment with up to 5 days a week presence at office Qualifications Skills: Bachelors degree or equivalent experience in Customer Support, Business Administration, or a related field. 1-3 years of experience in a customer service role, preferably in a tech-driven or financial services environment. Excellent verbal and written communication skills in English ; proficiency in additional languages is a plus. Strong problem-solving and analytical skills to effectively resolve customer issues. Ability to handle high-pressure situations and manage multiple tasks simultaneously. Experience with CRM tools and customer support platforms such as Hubspot, Zendesk, Salesforce A customer-first mindset with a passion for enhancing customer experiences. Willingness to work in a 24x7 environment , with shift flexibility, including weekends and holidays. Location: Gurugram, India (Hybrid Work Model - Up to 5 Days in office Per Week)